# Customer service queues and audiences

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 <a href="#asiakasjonopalkki-ja-nakyma" id="asiakasjonopalkki-ja-nakyma"></a>

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](https://2863873760-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LNV26ZBWc4tpGlvMlCe%2F-Lmd8GN05XfGPZdUMMaQ%2F-LmdBUbbRbe022SbiFAm%2Fqueue-view.png?alt=media\&token=c4dec31e-adaf-4f0d-b628-4bbc3a39aff7)

{% content-ref url="customer-service-queues-and-conversations/picking-customer-from-queue" %}
[picking-customer-from-queue](https://support.ninchat.com/ninchat-support/english/customer-service-queues-and-conversations/picking-customer-from-queue)
{% endcontent-ref %}

## Customer queue states <a href="#asiakasjonon-tilat" id="asiakasjonon-tilat"></a>

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)](https://2863873760-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LNV26ZBWc4tpGlvMlCe%2F-M7IQvnTN2G7ZLCJsBO7%2F-M7IWh9lAPdftdzWm1gh%2Fqueue-status-activity-en.png?alt=media\&token=b810aca0-fe7b-4c31-bdb1-e3eefe5356b9)

## **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**

{% content-ref url="customer-service-queues-and-conversations/opening-and-closing-queue" %}
[opening-and-closing-queue](https://support.ninchat.com/ninchat-support/english/customer-service-queues-and-conversations/opening-and-closing-queue)
{% endcontent-ref %}

{% content-ref url="customer-service-queues-and-conversations/queue-schedule" %}
[queue-schedule](https://support.ninchat.com/ninchat-support/english/customer-service-queues-and-conversations/queue-schedule)
{% endcontent-ref %}

## Customer conversation view

![](https://2863873760-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LNV26ZBWc4tpGlvMlCe%2F-LNj5ynxYHSKwtFXf9QV%2F-LNj6-CL273tgqm11B-I%2FCustomer%20Chat%20Agent%20View.png?alt=media\&token=dd654ef4-c166-43a4-a3af-f14172795fef)

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

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

{% content-ref url="customer-service-queues-and-conversations/having-a-customer-audience" %}
[having-a-customer-audience](https://support.ninchat.com/ninchat-support/english/customer-service-queues-and-conversations/having-a-customer-audience)
{% endcontent-ref %}

{% content-ref url="customer-service-queues-and-conversations/ending-audience" %}
[ending-audience](https://support.ninchat.com/ninchat-support/english/customer-service-queues-and-conversations/ending-audience)
{% endcontent-ref %}

## Managing customer queue agents

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

{% content-ref url="organization/manage-queues-and-queue-agents" %}
[manage-queues-and-queue-agents](https://support.ninchat.com/ninchat-support/english/organization/manage-queues-and-queue-agents)
{% endcontent-ref %}