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Queuing options in Chat let you control how incoming chat requests are handled when no agents are available. Available in: Performance Editions and in Developer Edition orgs that were created after June 14, For each chat button or invitation that you create, you can enable queuing.

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Queuing options in Chat let you control how incoming chat requests are handled when no agents are available.

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Available in: Performance Editions and in Developer Edition orgs that were created after June 14, For each chat button or invitation that you create, you can enable queuing. Queuing puts incoming nunber requests on hold if no qualified agents are available to accept the requests.

You can also specify the maximum of requests in a queue. By enabling queues and setting limits for them, you can control how incoming chat requests are handled, which helps agents manage chat backlogs.

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If queuing is enabled, your company can accept incoming chat requests even when agents are at capacity. You can specify the maximum of requests to accept.

Queuing helps agents work effectively and limits the amount of oe that customers spend waiting to chat. Chat routing options determine the way that queuing works.

Routing options are set through your chat button or automated invitation. Ine Chat Routing Options to learn more about how you can route chats to the right agents. Required Editions.

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Queuing Option With This Routing Option Queuing is not enabled Choice Customers see your chat button and can submit new requests unless there are no qualified agents available or all online agents have reached capacity. Incoming chat requests are added to the Chat Requests list.

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When agents have capacity for new chat sessions, they can select incoming requests from the list. Queuing is not enabled Least Active or Most Available Customers see your onw button and can submit new requests unless there are no cbat agents available or all online agents have reached capacity. When agents have the capacity for new chat sessions, requests are routed to them. Queuing is enabled without a per-agent or overall limit Choice Customers see your chat button and can submit new requests unless there are no qualified agents available.

When agents have capacity for new chat sessions, they can accept incoming requests from the list.

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Queuing is enabled without a per-agent or overall limit Least Active or Most Available Customers see your chat button and can submit new requests unless there are no qualified agents available. Queuing is enabled with a per-agent or overall limit defined Choice Customers see your chat button and can submit new requests unless there are no qualified agents available, or until the queue limit is reached.

Then, customers see the offline version of the button until older chat sessions have ended and an agent is available. Incoming chat requests are added to the queue until the per-agent or overall limit is reached.

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No new requests are accepted until older chat sessions have ended. Then, users see the offline version of the button until older chat sessions have ended and an agent is available. When agents have capacity for new chat sessions, requests are routed to them. See Also Chat Routing Options. Customers see your chat button and can submit new requests unless there are no qualified agents available or all online agents have reached capacity.

Number one chat

Least Active or Most Available. Queuing is enabled without a per-agent or overall limit. Customers see your chat button and can submit new requests unless there are no qualified agents available.

Queuing is enabled with a per-agent or overall limit defined. Customers see your chat button and can submit new requests unless there are no qualified agents available, or until the queue limit is reached.