Set Up Chat Queue

If the Add button does not appear for a user, verify the user has a data access policy assigned to an OU that gives them queue create permissions. The same applies to the Edit or delete buttons.

  1. Navigate to Queues & IVRs | Queues | Add Chat Queue.

  2. Set up Chat Link

The chat prompts can be changed org wide in Administration | Languages | Actions | Change texts

Queue Settings:

Options
Description

Name

The unique name for this queue object.

Description

This is an area to describe this object in more detail.

Allow agents to opt out of taking calls

If unchecked, agents will not be able to sign in/out of the queue, they will be permanently signed into the queue.

Select User

The users are agents for this queue.

Alert Timeout

Alert time in seconds. This is how long an agent will be alerted before moving to the next available agent. Note: The alert may appear for a shorter period on the Teams endpoint because the time is counted server side. ≥20 seconds recommended.

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