V3 WhatsApp Queues

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 Account the Agents belonging to the WhatsApp Queue will be notified: when the WhatsApp is accepted, the system will open a specific Tab on the Agent’s Desktop, showing the actual WhatsApp message and all the other messages belonging to the same interaction or conversation. 

The WhatsApp Queues Section

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

Open

Click on to show the command menu to Edit or Delete it, and to add/remove Agents/Teams to the WhatsApp Queue. 

To Delete or to Export in CSV one more queue you can select them and the related function icons  will appear on the right of the upper bar.

Create a WhatsApp Queue

To create a new WhatsApp Queue click the button  :

Open

 

Enter the WhatsApp Queue details:

• Name

• Strategy (Beepall/RRMemory)

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 

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)

Add Agent/Team to a WhatsApp Queue

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

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

WhatApp queues on New Client Experience

AVAILABLE FROM VERSION 3.44.0

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

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