Service queues (Team Management)

Overview

A Queue is a named grouping of agents + inboxes + a distribution policy, layered over the platform's native router. It does not replace your assignment rules: it adds a layer of organization and monitoring on top of them, so you can think about your operation in terms of "Support L1", "WhatsApp Sales" or "Billing" instead of loose inboxes.

Each queue stores only three pieces of configuration — name, description and distribution policy — plus two sets of memberships: the members (agents) and the inboxes. The three available policies are:

• Round robin — distributes conversations in a cycle across members, one after another.
• Load balanced — favors whoever currently has the lightest workload.
• Manual — no automatic distribution; the queue is used to group and monitor.

The queue stores only the identifiers of agents and inboxes; the names are resolved from the account roster (agent settings and inboxes), so the configuration stays lean and always consistent with your account.

Prerequisites

• The Team Management module must be enabled for the account. See the Team Management overview article.
• Creating, editing and deleting queues and managing their memberships is for administrators (and custom roles granted the Team Management permissions). Without the manage permission, the tab opens in read-only mode: you see the queues, but the edit/delete buttons and the chips are disabled.
• Have your agents set up and your inboxes created before building a queue — those are what appear as selectable chips.

Step by step

Create a queue

1. Open Team Management from the sidebar and go to the Queues tab.
2. Click Add (the button with the "+" icon).
3. Fill in the Name (required) and, optionally, the Description.
4. Choose the Distribution policy: Round robin, Load balanced or Manual.
5. Use the Active toggle to keep the queue enabled (on) or paused (off).
6. Click Save. The new queue appears in the list with its policy and the member and inbox counts.

Manage agents and inboxes (chips)

1. In the list, click the queue name (or the arrow) to expand its panel.
2. In the Members section, click each agent's chip to add (chip lit) or remove (chip dimmed). The change is applied instantly, with no save needed.
3. In the Inboxes section, do the same: click the inbox chips to include or remove them from the queue.
4. The counts in the queue header (members · inboxes) update as you toggle the chips on and off.

Edit or delete a queue

1. On the queue row, use the pencil icon to reopen the form and change the name, description, policy or the Active state.
2. Use the trash icon to delete. Confirm in the confirmation dialog.

Settings & options

• Name — the queue label (required). Use names that describe the operation ("Support L1", "WhatsApp Sales").
• Description — optional free text for team context.
• Distribution policy — Round robin, Load balanced or Manual (see the Overview above).
• Active — a toggle to enable or pause the queue without deleting it.
• Members — agent chips from the account roster; click to toggle membership.
• Inboxes — inbox chips from the account; click to link or unlink them.

Monitored agents only

Only agents inside the monitored scope can be added to a queue — the server rejects new additions outside monitoring with a clear message. Anyone already in the queue who later left monitoring stays visible (and removable); use the Show all agents toggle to reveal the full roster when needed.

Use cases

• Organize a large operation into named fronts (Support, Sales, Billing) over the same inboxes.
• Use Round robin to split volume evenly across the agents on a shift.
• Use Load balanced when handling times vary a lot and you want to favor whoever is freer.
• Use Manual just to group and follow a team on the monitoring board, without touching automatic distribution.
• Pause a queue (turn Active off) during a campaign or after hours, without losing its configuration.

Tips, limits and best practices

• The queue is a layer on top of the native router — it organizes and monitors, but it does not erase the assignment rules already set on the inboxes.
• The Members chips come from the agent roster and the Inboxes chips from your inboxes; if an agent or inbox doesn't appear, set it up first.
• Chip changes are immediate — there is no "save" button in that section. Reopen the queue to check the counts.
• Keep few, well-named queues: too many queues make the monitoring board harder to read.

Troubleshooting

• I don't see the Queues tab — the Team Management module isn't enabled for the account, or you aren't an administrator.
• The edit/delete buttons and the chips are greyed out — you are in read-only mode (without the Team Management manage permission).
• An agent or inbox doesn't appear as a chip — confirm the agent was set up and the inbox was created in the account; the chip list comes from that roster.
• I saved and nothing changed — the Name is required; the save button stays disabled while it is empty.

See also

• Team Management overview
• Real-time monitoring board
• Agent statuses and breaks
• Schedules and planned shifts
• Monitored agents (enrollment)