How do I create a message channel queue?

Message channel queue settings. Redirections. Skill requirements.

In your Admin account:

1. Go to the Inbound page.
2. Go to the Queues subpage.
3. Click the Create message channel queue button.

General Settings

In the General Settings section:

1. Type a Name for your queue.
2. Type a Priority. This is a value from 1 to 100, with 100 being the highest priority. If calls or messages are waiting from two different queues, the next to be offered to an agent will come from whichever queue has the highest Priority value. This can result in an email being prioritised above a call.
3. Click the drop-down list to Select which time is used to determine queue position.

To understand this last option, imagine a queue with multiple messages waiting in it. The agent is offered one of the messages but rejects it. The rejected message re-enters the queue, becoming the most recent message to be queued.

• If you have selected When message Queued, the rejected message will go to the back of the queue as its requeue time is now the latest.
• If you have selected When message Arrived, the rejected message will go to the front of the queue again as its original arrival time is still the earliest.

1. Snooze timeout allows you to set the default duration if an agent snoozes a conversation (removing the conversation from their active contacts until the duration finishes, or a new message arrives from the customer). The maximum timeout allowed is 7 days.
2. The next setting determines what should happen when agent is offered a message from a customer who has multiple messages in queue. Click the drop-down list to select if the other messages should be left in queue, automatically added to the history for the agent to handle, or should ask the agent their preference.
3. Notification before agent can send a message. Click this option and select On to show agents a reminder before sending messages. You can define the message in the fields Message title and Message. This can be used to send agents a reminder to check important details in the message before sending.

Redirections

In the Redirections section you can specify what happens if you cannot handle a message. Redirections will send the message to be handled by a flow, so you would need to have flows to use these features.

1. If you want to use a timeout for your Omni queue, click to tick Activate timeout.
2. If you have activated timeouts, you can then specify how long a message waits before the timeout applies. Type a number for hours, minutes or seconds. The shortest valid timeout is 10 seconds, the longest is 1000 hours.
3. Click the If timeout is reached redirect to drop-down list to select which flow handles the message if it times out.  
4. If there are no agents currently set to active for inbound, you can have another flow handle the message. Click the drop-down list at the bottom of this section to choose a flow, otherwise the default option leaves the contact in the queue.

Queue skills

In the Queue’s skills section:

1. Click to tick the checkboxes for the skill or skills the agents will need to serve this queue.

When all the appropriate options have been selected:

1. Click the Create button.