Queue Settings and Behaviour
You can set your queue settings, by clicking into Queues, then clicking into the queue you want to edit.
If you are a user of the Organisation that owns the queue you will see all conversations regardless of who they are assigned to.
Webio offers three options for allocating conversations to a queue.
Self Selection - all conversations are visible to all users that belong to a team assigned to the Queue. Once a conversation is replied to, the user then owns that conversation meaning it is no longer visible to other users (unless they are at the owning (parent) organisation level).
Round Robin - conversations are assigned to a user at the point the conversation is placed into the queue. The conversations are assigned to users in a circular order. If no user is signed in, the conversations will be unallocated. Unallocated conversations behave in the same way as Self Selection conversations described above.
Least Busy - conversations are assigned to a user at the point the conversation is placed into the queue. The conversation is assigned to the user with the least amount of open conversations assigned to them. If no user is signed in, the conversations will be unallocated. Unallocated conversations behave in the same way as Self Selection conversations described above.
When a user logouts conversations can either remain with the allocated user or be redistributed to the queue.
Redistribution from a queue means the conversations will become unallocated on log out. These conversations will then be visible to every user that has access to the queue.
If the queue is set to Do Nothing then the conversations will remain with the user that they were allocated to.
Adding A Queue
Quick Tricks - click on queues, select CREATE QUEUE, enter a queue name, assign teams (organisations), select the assignment and log out behaviour and click CREATE QUEUE. Queues allow you to manage your team's workload. You can create as many queues ...
Inherited settings - child/sub organisations
When a new organisation is created, it inherits certain settings from its Parent organisation. The inherited settings are those from the Organisation screen: Locale Timezone Login Attempts Session Timeout User Roles WhatsApp Templates From a parent ...
Unable to view conversations in my queue
If you are unable to view conversations within a queue that you have access to, try shutting down your browser and re-logging into the system.
Queue Management - Setting Access and Assignment
Webio has updated the way that Queues can be configured, giving you, as a user greater control over who can access queues and which roles conversations will be assigned to. Quick Trick: Go into Queues, add in any organisations that you want to have ...
Quick Trick: Toggle the queue to inactive within the queue screen to prevent users and bots being able to move conversations into that queue. Users cannot move conversations into an inactive queue from the conversations screen. Trying to do this will ...