You can define the support agents, default messages, schedule, and escalation path for each Connect Support queue.

Before you begin

Role required: admin

About this task

Note: Both Connect Support queues and legacy chat queues are stored on the Chat Queue [chat_queue] table. Do not use Connect and legacy chat concurrently.

Procedure

  1. Navigate to All > Connect > Queues.
  2. Click New or open an existing queue from the list.
  3. Complete the Chat Queue form, as appropriate.
  4. Manage the HR chat queue