HELP FILE

How do I set up a chat queue?

    Create a chat queue for your agents to reach customers in a variety of ways from webchat to social media platforms. Available for Core and Complete customers.

    Before you begin: You must be set up as a user and be assigned the admin role. This can also be done from your admin portal if you have access permissions.
    1. Sign in to our GoTo desktop/web app.
    2. From Call Queues and Contact Center > Chat Queues, click + Add Chat Queue.
    3. Name the queue and then click Save.
    4. From the Supervisors tab, choose which users you want to assign the supervisor role to for this queue.
    5. From the Agents tab, choose which users you want to assign the agent role to for this queue.
    6. From the Settings tab, choose your general setting and distribution preferences and then choose which type of channel(s) you want to enable for this queue:
    7. Click Save when you are finished.
    What to do next: Ensure your agents know how to use the chat queue in their agent dashboard.