How to Manage Queues
This guide shows you how to review conversations waiting in a queue and route them to the right work item.
Prerequisites
- You have the Interaction user role or higher.
What is a queue?
When a new message arrives on a channel endpoint and cannot be matched to an existing conversation, it is placed in the channel's default queue. Queues are also where messages sent in the General topic of a Telegram group land.
You review the queue to decide what to do with each unbound conversation.
Steps
1. Open the Queues list
From the top navigation bar, open the CRM menu and select Queues.
The Queues list shows all configured queues. Each queue displays the number of unbound conversations currently waiting.
2. Open a queue
Click a queue to see the conversations it contains. Each entry shows:
- A preview of the first message
- The channel the message arrived on
- When the message was received
3. Open a conversation
Click a conversation to read the full message history.
4. Route the conversation
After reading the conversation, decide how to handle it:
Bind to an existing work item
Open the conversation and use the Bind to Work Item action. Search for the work item and confirm. The conversation is linked to that work item and removed from the queue.
Create a new work item and bind
If the conversation warrants new work, create a work item first (in Projects) and then bind the conversation to it. Once bound, the conversation is removed from the queue.
Close the conversation
If the conversation does not require action, change the status to Closed. The conversation is removed from the queue and no further replies will be sent.