Configure Chat queues
Configure chat queues to enable users to communicate with the agents for assistance on their request.
You can configure chat queues using one of the given options.
- Advanced Work Assignment for agent workspace
- Connect Chat support
By default, a sample Universal Request Chat Queue is available for both the options. You can create your own queue or customize the default queue.
- Configure Advanced Work Assignment chat queue
Create or modify the default chat queue for UR in Advanced Work Assignment automatically assign work items to your agents, based on their availability. - Configure Connect chat support queue
Connect Support is a real-time messaging tool that enables support agents to easily track their support cases, find solutions, and resolve problems quickly.
Parent Topic:Configuring Universal Request