Customer service queues and audiences

Queues and customer conversation tools

Customer audiences are private 1-on-1 conversations between an agent and a customer. Agent picks customer from a queue, and audience is held using text, attachments, emojis, and if needed, via video call.

Customer audiences may include answers from pre-audience questionnaire and metadata about the customer.

Agents can utilize canned messages and they can and tags and notes to the conversation.

Queue bar and Queue event log

Customer care queues appear in the left Sidebar. Clicking a queue bar will open the queue activity view, which can be used to pick incoming customers from the queue and view activity log. The queue activity log shows different events of the queue i.e. when the queue was opened and closed, who picked customers (accepted audience) questionnaires and their status.

Queue activity view.

Picking customers from queue

Customer queue states

Customer queue is shown in Sidebar with

• Red dot - Queue is closed

• Green dot - Queue is open

• Blue notice colours - There are customers in queue

In the sidebar, next to the queue name, you can see a clock that indicates how long the (first) customer in the queue has been waiting.

The customer queue in the sidebar: Closed (red), open (green), customer in queue (blue).

Queue menu functions

Clicking the arrow icon next to a queue name in the Sidebar will open a drop-down menu that allows you to pick customers without having to go to the queue view. You can also use the drop-down menu to manually close the queue.

Queue Menu Actions

• Open Event Log (click the queue name)

• Pick a customer from the queue

• Open/Close the queue

• Access queue settings (requires organization operator rights)

• Access queue statistics (requires organization operator rights)

The queue dropdown menu.

Opening and closing queue

Opening and closing queueQueue schedule

Customer conversation view

Notifications Organization Customer queus Customer conversations Channels Dialogues	Audience metadata Conversation Text field Text field, emojis, attachments Canned messages Notes Tags

Some actions are shown only if they are enabled.

Having a customer audienceEnding an audienceInterface problems

Managing customer queue agents

Instructions on how to add and manage queue members are described in the Organization section:

Organization