> 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/setup-queue-group/queue-visibility-and-management.md). # 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) | *** Would you like me to format this version into: --- # Agent Instructions This documentation is published with GitBook. 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