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For the complete documentation index, see llms.txt. This page is also available as Markdown.

End-to-end setup

Put queues, workflow routing, and optional SLA together so new chats land with the right team automatically.

Queue = who handles the work (and auto-assign). Workflow = which new chats enter that queue. SLA = optional response and resolution targets. You need the queue and the workflow for automatic assignment.

Quick checklist

  1. Create the queue (managers, agents, optional Auto-assign).

  2. Route new chats with a workflow: trigger When new chat room is open, action Assign Human Agent, then Queues.

  3. Optional: set SLA targets.

  4. Check Visibility (managers vs agents, isolation).

  5. Test a matching new chat. Confirm queue, assignee, and SLA if set.

1. Create the queue (and Auto-assign)

  1. Go to Settings, then Queues.

  2. Create a queue: emoji, name, managers, agents.

  3. Optionally turn on Auto-assign (Round robin, Fewest assignments, or Random) and set Max cases per agent.

Details: Queues.

2. Route new chat rooms to that queue

  1. Go to Workflow (page title Workflow Automation).

  2. Create a workflow with trigger When new chat room is open.

  3. Add conditions if needed (channel, language, keywords, AI Condition).

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

  5. Save and enable. Use one workflow per queue. Order rules by specificity (most specific highest).

Queue assignment only works on When new chat room is open.

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

3. Optional: SLA targets

SLA is separate from queues. It sets first-response and resolution goals (often tied to business hours).

  1. Go to Settings, then SLA.

  2. Create or edit an SLA target (conditions, first response time, resolution time, business hours as needed).

  3. Save.

Details: SLA Targets.

4. Test

  1. Open a new test chat from a connected channel that should match your workflow conditions.

  2. Confirm the chat room is assigned to the correct queue.

  3. If Auto-assign is on, confirm an agent in that queue receives the case (within capacity).

  4. If you set SLA, confirm targets appear as expected on the conversation.

Related

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