Customer service queues and audiences

Here you can learn about customer care queues and conversations.

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. Strongly encrypted identification data may also be added via secure metadata.

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 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, and who picked customers (accepted audience).

Customer care queues in the Sidebar and queue view

Picking customer 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

Customer queue: 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 functions

• Open Queue activity log (click queue name)

• Pick person from queue

• Queue settings (requires organization operator rights)

• Queue statistics (requires organization operator rights)

• Open/Close queue

Opening and closing queue

Opening and closing queueQueue schedule

Customer conversation view

1) Sidebar	2) Conversation section	3) Chat features
Organization Customer care queues Team and support channels Customer care conversations Private conversations with team members	About the customer Conversation Text field, emojis, attachments, video chat, hide/show the chat features	Notes Caned messages Tags to clasify a conversation

Some actions are shown only if they are enabled for the queue.

Having a customer audienceEnding audience

Managing customer queue agents

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

Manage queues and queue agents