Recipe: Route new chats to a queue

Auto-assign new conversations to the right support queue when a chat opens.

Queue assignment (Assign Human Agent, then Queues) can only be used with the When new chat room is open trigger.

Before you begin

Create the queue under Settings, then Queues (name it, add managers and agents, optionally turn on Auto-assign). You need at least one queue to assign to.

Steps

1. Go to Workflow (page title "Workflow Automation") and click New workflow.

2. Name it, for example Route to Support.

3. Trigger: When new chat room is open.

4. Condition (optional): for example Channel info is Messenger, or Business hour Inside.

5. Action: Assign Human Agent, then Queues, then pick your queue (for example Support).

6. Save. Enable the workflow if it is not already on.

Multiple queues

Create one workflow per queue. Use conditions (channel, language, keywords, or an AI Condition) so each rule matches the right chats. Put the most specific rules highest in the list (drag or use Hierarchy), because rules at the top are evaluated first when several match.

Related

• Setup Workflow Automation

• Kai first response (AI Agent and Assign Human Agent cannot both be in the same workflow; escalate with a separate transfer workflow)