May 14, 2025 · When a representative rejects an incoming conversation, it's routed back to the queue. This impacts customer SLAs, queue wait times, and customer satisfaction. To avoid …

Oct 21, 2025 · Assign messages to a specific agent or team to provide customers with consistent experiences, route them to experts, and let others know conversations that other agents are …

Aug 1, 2025 · Assign messages to a specific agent or team to provide customers with consistent experiences, route them to experts, and let others know conversations that other agents are …

However, there could be times when you want to handle work within a channel differently, such as the status of the conversation. This recipe describes how to prioritize the routing of active …

If no queue is attached, agents will not receive notifications for incoming conversations. Adjust the workstream and queue settings accordingly to resolve the notification issue.

Aug 1, 2025 · In this guide, you’ll find out how to set your availability, learn how to work with conversations and service-level agreements (SLAs) in the queue, and take a brief tour through …

Queueing enables you to manage how conversations are assigned to agents. In this article, we will illustrate how to use queues.

Oct 15, 2025 · By default, incoming conversations are left unassigned in your inbox for your team to triage. In this article, learn how to set routing rules so that incoming conversations are …

Once you log in to your workspace as an agent and set your status to Available, you can manage incoming and existing Omnichannel conversations. When a new message from a contact is …

Queues are virtual waiting areas that hold and process incoming requests for conversations between agents and customers. They serve as temporary holding points for digital and voice …