How to Create Messaging Queues

Messaging Queues organise Messaging Channels into routing pools for agent distribution. They operate on the same ACD (Automatic Call Distributor) principles as Call Queues but for digital messaging interactions.

Navigate to Messaging Queue

Go to Messaging → Messaging Queue in the left sidebar menu.

Create a messaging queue

Click + Create Messaging Queue.

Fill in the fields

Field	Description
Name (required)	Unique label for the messaging queue.
Type (required)	Select Call Center for standard ACD-based routing.
Status (required)	Enable to activate the queue.
Channels (Select Type) (required)	Select the channel type filter (WhatsApp, Facebook, Instagram) to display available channels.
Messaging Queue (Channels) (required)	Search for and select the specific Messaging Channels to include in this queue.

Save

Click Save.

A Messaging Channel can only be assigned to one Messaging Queue at a time. Assigning a channel that is already part of another queue is removing it from the previous queue. Plan your channel-to-queue mapping carefully before going live.

⌘I

Get Started

How-to Guide

Dashboards

Users and Access

Call Routing

Campaigns

Leads

Messaging

Agent Workspace

Reports and Recording

Settings

Reference