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Pick up chats from the queue

Take the next chat the bot or the AI handed to your team.

1 minuteAgents and team leadsUpdated

When the bot or the AI hands a chat to a person, or a customer asks for one, the chat waits in the queue until someone picks it up. The bot stays quiet in that chat meanwhile.

Take the next chat

Section titled “Take the next chat”

  1. Go to Inbox > Chats. When chats are waiting, the top of the list says, for example, 2 waiting for an agent.

  2. Click Take next.

    Open in Soosh

Result

Section titled “Result”

The chat that has waited longest, in your teams’ queues or the general queue, opens, and it’s yours.

If someone else took the last one first, Soosh says No chats are waiting right now.

See everything waiting

Section titled “See everything waiting”

Go to Inbox > Queue and click the Queue tab. It lists each waiting chat with its team, how it got there (Keyword, Flow, AI or Manual) and whether it’s on time (On track, At risk, SLA breached).

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When the customer no longer needs a person, open the chat and click Resume chatbot to hand it back to the bot.

Section titled “Related”