🧩 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.

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