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What is a WhatsApp Queue?

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📋 What’s about

A WhatsApp Queue is a way to route incoming WhatsApp interactions to a group of agents.

For every WhatsApp interaction request coming from a configured WhatsApp

Accounts

Account the Agents belonging to the WhatsApp Queue will be notified:

when the

when the WhatsApp is accepted,

 the

 the system will open a specific Tab on the

 Agent

 Agent’s Desktop, showing the actual WhatsApp message and all the other messages belonging to the same interaction or conversation. 

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💡 The WhatsApp Queues Section

In the WhatsApp Queues Section you will find the existing WhatsApp Queues:

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Click on Image Modifiedto

show the

show the command menu

in order

to Edit or Delete it, and to add/remove Agents/Teams to the WhatsApp Queue. 

To Delete or to Export in CSV one more

queues

queue you can select them and the related function icons Image Modified will appear on the right of the upper bar.

Create a WhatsApp Queue

To create a new WhatsApp Queue click the button 

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(blue star) :

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Enter the WhatsApp Queue details:

  • Name

  • Strategy (Beepall/RRMemory)

  • Agent Timeout in seconds  (i.e. the time in seconds the incoming interaction is notified to the Agent)
  • Description (optional)
    • Info

    Queue Strategy defines how incoming WhatsApp are routed to the agents belonging to a queue. You can select one of the following strategies:

    • Beepall: delivers the WhatsApp to all the agents until one answers

    • RR Memory: tries to deliver the WhatsApp to the next agent in the list after the one engaged last time

    Once created, a WhatsApp Queue strategy can be changed in the Edit Queue form

    • Agent Timeout in seconds  (i.e. the time in seconds the incoming interaction is notified to the Agent)

    • Description (optional)


    Edit/Modify a WhatsApp Queue

    Edit the WhatsApp Queue to change some of the Settings.

    Click on the Edit Commands Menu you find on the right of the WhatsApp Queue Image Modified

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    And change one of the following values:

    • Strategy

    • Agent Timeout in seconds  (i.e. the time in seconds the incoming interaction is notified to the Agent)

    • Description (optional)

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    Add Agent/Team to a WhatsApp Queue

    In order to add Agents or Teams to a WhatsApp Queue Edit the Queue and click on Image Modified (or use the command menu functions) and choose the agents to add:

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    Info

    This operation applies immediately!

    You can do the this operation in this way, too: just Edit the Agent profile and then click on the Channels icon and then on the WhatsApp Connector button

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    Info

    This operation applies immediately!

    Info

    Only the Agents who are allowed to use this Channel will see this option. To enable an Agent go to their profile and grant this Permission:

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    Info

    Remember that to enable the Users to supervise this Channel you have to add the proper permissions to their Profile

    💬 WhatApp queues on New Client Experience

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    If you enable New Client Experience, you can view this visualisation, with the list of created queues:

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    you can:

    • search for a specific queue

    • clear all filters

    • manage columns, by selecting or not them

    • activate the advanced search for each field

    • create a new queue, by clicking on Add and indicate the relative name, strategy, agent timeout

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