Visibility

How managers and agents see and work conversations inside a queue.

A queue is a team. Visibility follows that team. New chats only join a queue when a workflow assigns them. See Queues and Recipe: Route new chats to a queue.

Roles

Role	View Open / Hold / Closed in own queue	Reply	Assign or reassign	See other queues
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

State	Meaning
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

• Queues

• End-to-end setup

• Recipe: Route new chats to a queue