> 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-workflow-and-sla/queue-setup-visibility-and-workflow.md).

# 🧩 Queue Setup, Visibility & Workflow

#### Streamline your team routing and conversation ownership with klink.cloud Queues

klink.cloud helps you organize your customer conversations by **Queue**, automate **chat routing**, and control **who sees what** — ensuring efficiency, fairness, and privacy across your teams.

***

### ⚙️ Step 1 — Create a Queue

1. Go to **Settings → Queues**.
2. Click **Create Queue**.
3. Enter a **Queue Name** (e.g., *Sales Team*, *Support Team*).
4. Optionally add a short **description**.
5. Click **Save**.

💡 *Each Queue represents a team or department where conversations are grouped.*

***

### 👥 Step 2 — Add Members & Manage Visibility

1. Open your newly created Queue.
2. Add a **Queue Manager** — responsible for overseeing conversations and workload.
3. Add **Agents** — members who handle chats within that queue.

#### Visibility Rules

| Role              | Visibility                                             |
| ----------------- | ------------------------------------------------------ |
| **Admin**         | Can view all chats and all queues                      |
| **Queue Manager** | Can view all chats within assigned queues              |
| **Agent**         | Can view chats only in their queue or assigned to them |
| **Non-member**    | Cannot access any chat from that queue                 |

#### 🔒 Hide Connected Channels 

To prevent agents from seeing all connected channels:

1. Go to **Settings → Roles and Permissions**.
2. Edit the **Agent Role**.
3. Under **Inbox**, set **Connected Channels → Cannot see**.\
   ✅ This hides all connected channels from the agent’s view.

💡 *This setup is ideal for teams that should only focus on their own assigned queue or region.*

***

### 🔁 Step 3 — Enable Auto Assign

klink.cloud can automatically distribute new chats among agents to balance workload.

1. Go to **Queue Settings**.
2. Turn **Assign Automatically** → **ON**.
3. Choose your **Distribution Strategy → Round Robin**.
4. (Optional) Set **Maximum Assign per Agent** to limit concurrent cases.

✅ *Now new chats are automatically routed and distributed evenly among available agents.*

***

### ⚡ Step 4 — Create Workflow Automation

Workflows ensure chats are routed to the right Queue automatically.

1. Navigate to **Settings → Workflow Automation**.
2. Click **Create Workflow**.
3. **Trigger:** Select **When chat room is opened**.
4. **Action:** Choose **Assign to Queue Group** (e.g., *Sales Queue*).
5. Click **Save & Activate**.

💡 *Every new chat will automatically assign to the correct team’s queue — no manual intervention needed.*

***

### 🧪 Step 5 — Test Your Setup

1. Start a new test conversation from your connected channel (e.g., Web Chat or WhatsApp).
2. Confirm it automatically routes to the correct Queue.
3. Verify that:
   * Only queue members can view and respond.
   * Auto-assignment distributes new chats evenly.
   * Agents without permissions cannot see hidden channels.

***

### ✅ Quick Summary

| Feature                 | Description                               |
| ----------------------- | ----------------------------------------- |
| **Queue**               | Organizes team-specific conversations     |
| **Auto Assign**         | Automatically assigns new chats to agents |
| **Workflow Automation** | Routes new chats to the correct queue     |
| **Visibility Control**  | Restricts what agents can see             |
| **Roles & Permissions** | Fine-tunes channel and inbox visibility   |

***

### 💡 Best Practice

* **Use separate queues** for Sales, Support, and Partners to simplify routing.
* **Enable Auto Assign** with **Round Robin** to ensure fairness.
* **Use workflows** to automate routing and reduce human errors.
* **Review Roles & Permissions** regularly for privacy and compliance.

***

### 🔗 Related Articles

* [Setup Queue Workflow and SLA](https://docs.klink.cloud/advanced-setup/setup-queue-workflow-and-sla)
* Manage Roles & Permissions
* Workflow Automation Basics