Visibility
How managers and agents see and work conversations inside a queue.
Roles
Queue manager
Yes
Yes
Yes (agents in the queue, or to another queue)
No
Queue agent
Yes
Only chats assigned to them
No
No
Managers oversee the queue. Agents can browse queue conversations for context, but they reply only to what is assigned to them.
Isolation between queues
Each queue is isolated. Members of Sales see Sales. Members of Tech Support see Tech Support. They do not see each other's queues.
If a manager reassigns a conversation to another queue, it leaves the original queue and appears in the destination queue.
Unrouted conversations
Conversations that are not in any queue can be visible more broadly (including before queues and routing are set up).
Once a conversation is routed into a queue, visibility is limited to that queue's members.
Conversation states
Open
Active, needs attention
Hold
Paused (waiting on customer or internal follow-up)
Closed
Resolved, kept for history
Managers and agents in the same queue can see Open, Hold, and Closed. Reply and status changes follow the role rules above.
Related
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