WhatsApp Queues

Overview

A WhatsApp Queue in XCALLY Motion is used to route incoming WhatsApp interactions to a specific group of agents. Each interaction received through a configured WhatsApp Account is directed to the corresponding queue, notifying all assigned agents.

When an agent accepts an interaction, the system opens a dedicated tab in the Omni Desktop Interface, displaying the current WhatsApp message along with the full conversation history.

The WhatsApp Queues section is accessible from the WhatsApp menu in the main navigation panel.

In the section, you can easily search, filter, and sort to quickly find and manage the queues you need.

Open

Click the three dots icon (⋮) next to any queue in the list to access the following actions:

• Edit WhatsApp Queue settings

• Delete WhatsApp Queue

• Associate Teams to the queue

• Associate Agents to the queue

• Associate Profiles to the queue

• Go to Realtime Panel

Select multiple queues to delete or export them as a CSV file using the buttons in the upper-right toolbar.

Create a WhatsApp Queue

To create a new queue of a digital channel, you can click on Add button and fill in the following details:

Open

• Name: specify a unique name for the queue.

• Strategy: choose a routing strategy:

  • Beepall: Delivers the interaction to all agents until one responds.

  • RR Memory: Routes the interaction to the next agent in the list after the one engaged last time.

  • FROM VERSION 3.60.0 on new experience Least recent: Routes the interaction to the agent who was least recently notified by this queue

The routing strategy can be modified later in the Edit Queue form

• FROM VERSION 3.60.0 on new experience Weight: each queue is assigned a weight that represents its priority level. A higher weight means higher priority. it is configurable with a range value from 0 (default) to 10 and it is a cross channel weight

• Agent Timeout: define the time (in seconds) before the incoming interaction is notified to the agent.

• Description (optional): provide additional context or information about the queue.

Discover how to configure queue settings with the routing model from version 3.60.0

 

Once created, the new queue will appear in the list.

Edit a WhatsApp Queue

Edit → Settings

To modify an existing WhatsApp queue:

1. Locate the queue in the WhatsApp Queues list (use the search box if needed).

2. Click the three dots (⋮) next to it and select Edit.

3. Modify the settings of interest. You can edit the following parameters:

   • Strategy

   • Agent Timeout: notification duration in seconds

   • Weight FROM VERSION 3.60.0

   • Description (optional)
     
     

4. Click SAVE in the top-right corner to apply changes.
   
   

Edit → Dispositions

FROM VERSION 3.51.0

On dispositions tab of a channel queue, you can configure dispositions (1st, 2nd, 3rd level) specific for the selected queue

Explore documentation about how to create and manage dispositions specific for queues

Add Agents

On the New Client Experience, the Agents assignment can be performed in three ways Explore documentation about How to associate Agents to Queues

Only agents who have been granted access to WhatsApp channel will see it available in their interface.
To enable access for an agent, go to their profile settings and assign the appropriate channel permission.

Open

Moreove to allow users to supervise this channel, make sure to assign the appropriate supervision permissions to their profile.

Add Teams

On the New Client Experience, the Teams assignment can be performed in two ways Explore documentation about How to associate Teams to Queues

Add Profiles

On the New Client Experience, the Agent Profiles assignment to queues can be performed in two ways Explore documentation about How to associate Profiles to Queues

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