> For the complete documentation index, see [llms.txt](https://docs.klink.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.klink.cloud/advanced-setup/queues/visibility.md).

# Visibility

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

{% hint style="info" %}
A queue is a team. Visibility follows that team. New chats only join a queue when a workflow assigns them. See [Queues](https://docs.klink.cloud/advanced-setup/queues) and [Recipe: Route new chats to a queue](/advanced-setup/workflow-automation/recipe-route-new-chats-to-a-queue.md).
{% endhint %}

## 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](https://docs.klink.cloud/advanced-setup/queues)
* [End-to-end setup](/advanced-setup/queues/end-to-end-setup.md)
* [Recipe: Route new chats to a queue](/advanced-setup/workflow-automation/recipe-route-new-chats-to-a-queue.md)