Queues

A queue is a team in klink.cloud: managers and agents who handle a set of conversations, with optional auto-assign to balance load.

Mental model: A queue defines who handles the work and how load is balanced. A workflow decides which chats enter that queue. You need both for automatic routing and assignment. Creating a queue alone does not put new chats into that team.

Create a queue

1. Go to Settings, then Queues.

2. Click New queue (or Create Queue).

3. Pick an emoji, enter a name, and optionally a short description.

4. Add Queue managers (oversee the queue, assign and reassign).

5. Add Assigned agents (handle conversations in this queue).

6. Optionally turn on Auto-assign and choose a strategy (see below).

7. Set Max cases per agent, or rely on each member's Global agent capacity.

8. Click Create queue.

You can create several queues (for example Support, Sales, Thai). Each is its own team with its own members and auto-assign settings.

Turn on Auto-assign

Inside the queue, enable Auto-assign so chats that land in the queue are distributed to agents automatically.

Strategy	What it does
Round robin	Hands out cases evenly, one agent after another.
Fewest assignments	Prefers the agent with the fewest active cases.
Random	Picks an available agent at random.

Use Max cases per agent (or member Global agent capacity) so agents are not overloaded.

Auto-assign only distributes chats already in the queue. It does not decide which new chats join the queue. That is the workflow's job.

Required next step: route new chats with a workflow

To put new chats into a queue automatically:

1. Create a workflow under Workflow (page title Workflow Automation).

2. Use trigger When new chat room is open.

3. Add conditions if you need them (channel, language, keywords, AI Condition, and so on).

4. Action: Assign Human Agent, then Queues, then pick this queue.

5. Save and enable the workflow.

Queue assignment (Assign Human Agent, then Queues) only works with the When new chat room is open trigger.

Create one workflow per queue, with conditions that match that team's chats. Put the most specific rules highest in the list (drag or use Hierarchy).

Full step-by-step: Recipe: Route new chats to a queue. Overview: Workflow Automation.

Short example

Queue	Who is on it	Workflow idea
Support	Support managers + agents	Channel is Messenger, or keywords about help
Sales	Sales managers + agents	Pricing, demo, or Sales channel
Thai	Thai-speaking managers + agents	Language is Thai, or Thai channel

Each queue has its own auto-assign settings. Each has its own workflow that assigns new chat rooms to that queue.

Related

• Visibility

• End-to-end setup

• Recipe: Route new chats to a queue

• SLA Targets

• Members, roles, and permissions