Queue Visibility & Management

1. Overview

The Queue Feature defines how agents and queue managers view and manage conversations within their assigned team queues.

It ensures that:

  • Each team has full visibility of their own queue’s conversations (Open, Hold, and Closed).

  • Conversations remain private between teams.

  • Collaboration and reassignment can happen smoothly when needed.

2. Roles and Permissions

Queue Manager

  • Can see all conversations (Open, Hold, and Closed) in their assigned queue.

  • Can assign or reassign conversations to:

    • Agents within the same queue.

    • Other queues (for inter-team handover).

  • Can monitor, transfer, and track conversation progress.

Queue Agent

  • Can see all conversations (Open, Hold, and Closed) in their assigned queue.

  • Can reply only to conversations assigned to them.

  • Can view other conversations for context but cannot reply or reassign them.

3. Queue Visibility Rules

User Type

Can View All Conversations (Open / Hold / Closed) in Own Queue?

Can Reply to Conversations?

Can Assign/Reassign Conversations?

Can See Other Queues?

Queue Manager

✅ Yes

✅ Yes

✅ Yes

❌ No

Queue Agent

✅ Yes

✅ Only assigned conversations

❌ No

❌ No

4. Queue Isolation Between Teams

Each queue is linked to a specific team. Members of one team can view only their own queue’s conversations.

Examples:

  • Sales Team → Can view all (Open, Hold, and Closed) conversations in the Sales Queue only.

  • Tech Support Team → Can view all (Open, Hold, and Closed) conversations in the Tech Support Queue only.

  • Sales and Tech Support teams cannot see each other’s queues.

5. Unrouted Conversations (Before Queue Setup)

Before queues are set up:

  • Any existing conversations not routed to a queue are visible to all users.

  • Once queues are created and routing is applied:

    • Those conversations will be restricted to their assigned queue.

    • Other queues will no longer see them.

Note: Only unrouted conversations remain visible globally. Once routed, they are visible only to the corresponding queue.

6. Conversation States

Every conversation can have one of three states:

State

Description

Visible To

Open

Active conversations that require action or response.

Queue Manager + Agents in same queue

Hold

Conversations temporarily paused, awaiting customer reply or internal input.

Queue Manager + Agents in same queue

Closed

Resolved conversations that require no further action but can be viewed for history.

Queue Manager + Agents in same queue

All three states (Open, Hold, and Closed) are visible to both queue managers and agents within the same team.

7. Conversation Flow Example

  1. A new conversation arrives in the Sales Queue.

  2. The Sales Queue Manager:

    • Assigns it to Agent A, or

    • Reassigns it to another queue (e.g., Tech Support) if needed.

  3. Agent A can now respond and manage the conversation.

  4. If the customer stops responding, the conversation may be moved to Hold.

  5. Once resolved, it’s marked as Closed.

  6. All Sales team members can still view it, but only Agent A (assigned) or the Manager can take action.

  7. If reassigned to another team, the conversation disappears from Sales and becomes visible in the destination queue.

8. Typical Use Cases

  • Queue Managers monitor and manage all Open, Hold, and Closed conversations.

  • Agents handle their assigned conversations and review others for context.

  • Cross-queue transfers happen when a conversation belongs to another department.

  • Before queue setup, all unrouted conversations are visible; after setup, visibility becomes queue-specific.

❓ Frequently Asked Questions (FAQs)

Q1: What conversation states are available?

There are three states:

  1. Open – Active conversations in progress.

  2. Hold – Paused conversations awaiting response.

  3. Closed – Completed or resolved conversations.

All are visible to agents and managers within the same queue.

Q2: Can I see conversations in other queues?

No. You can only see conversations in your own team’s queue.

Q3: Can I reply to any conversation I can see?

No. You can only reply to conversations that are assigned to you.

Q4: What happens before queues are set up?

Before queues are configured:

  • All unrouted conversations are visible to all users. After setup, visibility is restricted by queue.

Q5: Can a queue manager move a conversation to another team?

Yes. Queue managers can reassign or handover conversations between queues when needed.

Q6: Can agents see conversations on Hold or Closed?

Yes. Agents can view all Open, Hold, and Closed conversations in their queue. However, they can only reply to their assigned conversations.

Q7: What happens if a conversation is moved to another queue?

It becomes visible in the destination queue and disappears from the original one.

Q8: Why can I see conversations that others can’t?

Visibility depends on:

  • The queues you’re assigned to, and

  • Whether the conversation is unrouted (visible to all) or queued (visible only to that team).

Q9: Who can move a conversation from Hold to Open or Closed?

  • Queue Managers can change states at any time.

  • Agents can change the status for their assigned conversations (depending on system permissions).

Q10: What’s the difference between Hold and Closed?

  • Hold means the conversation is temporarily paused — waiting for action or customer reply.

  • Closed means it’s fully resolved and no further action is needed.

🧩 Summary Table

Feature

Queue Manager

Agent

View all Open/Hold/Closed conversations (own queue)

✅

✅

Reply to assigned conversations

✅

✅

Assign/reassign conversations

✅

❌

Move conversations between queues

✅

❌

View other queues

❌

❌

View unrouted (pre-setup) conversations

✅ (visible to all)

✅ (visible to all)

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