Define a chat queue for legacy chat

How to define a chat queue for legacy chat.

About this task

Note:

The Chat Queue [chat_queue] table is also used by Connect Support. Legacy chat and Connect Support should not be used concurrently.

Procedure

  1. Navigate to Social IT > Chat Administration > Queues.
  2. Select a chat queue to edit or click New.
  3. Enter the chat queue details and click Update or Submit.
    Table 1. Chat queue details
    Field Description
    Name Enter the name that end users see as a title for the queue.
    Active Select the check box to activate or clear the check box to deactivate the chat queue.
    Assignment group Select the group that contains the support staff for the chat queue. Every agent sees the chat queue on their chat desktop and can answer any user that is waiting in the queue. To assign staff members to the group, see Assign Service Desk Staff to a Chat Queue.
    Schedule Select a schedule that defines when a queue is available (see Use Schedules). If the queue is always available, clear the field.
    Question Enter the initial question that end users see when they open a new Help Desk Chat. For example, How can I help you?
    Confirm problem (Optional) Enter the confirmation message that end users see when they enter an initial question. For example, Thank you for contacting support. Your problem has been submitted and an agent will be with you shortly.
    Initial agent response (Optional) Enter the message that end users see when an agent accepts their chat. For example, Thank you for waiting. I am looking into your question now and will be with you shortly.
    Not available Enter the message that end users see when a Help Desk Chat request is not accepted because the queue is outside its scheduled availability (defined by the Schedule field).