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            Chat Queuing Options

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            Chat Queuing Options

            Queuing options in Chat let you control how incoming chat requests are handled when no agents are available.

            Required Editions

            View supported editions.
            Important
            Important

            Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.

            For each chat button or invitation that you create, you can enable queuing. Queuing puts incoming chat requests on hold if no qualified agents are available to accept the requests. You can also specify the maximum number of requests in a queue. By enabling queues and setting limits for them, you can control how incoming chat requests are handled, which helps agents manage chat backlogs.

            If queuing is enabled, your company can accept incoming chat requests even when agents are at capacity. You can specify the maximum number of requests to accept. Queuing helps agents work effectively and limits the amount of time that customers spend waiting to chat.

            Chat routing options determine the way that queuing works. Routing options are set through your chat button or automated invitation. See Chat Routing Options to learn more about how you can route chats to the right agents.

            Let’s look at how queuing and routing options work together.

            Queuing Option With This Routing Option Results
            Queuing is not enabled Choice
            • Customers see your chat button and can submit new requests unless there are no qualified agents available or all online agents have reached capacity.
            • Incoming chat requests are added to the Chat Requests list.
            • When agents have capacity for new chat sessions, they can select incoming requests from the list.
            Queuing is not enabled Least Active or Most Available
            • Customers see your chat button and can submit new requests unless there are no qualified agents available or all online agents have reached capacity.
            • When agents have the capacity for new chat sessions, requests are routed to them.
            Queuing is enabled without a per-agent or overall limit Choice
            • Customers see your chat button and can submit new requests unless there are no qualified agents available.
            • Incoming chat requests are added to the Chat Requests list.
            • When agents have capacity for new chat sessions, they can accept incoming requests from the list.
            Queuing is enabled without a per-agent or overall limit Least Active or Most Available
            • Customers see your chat button and can submit new requests unless there are no qualified agents available.
            • When agents have the capacity for new chat sessions, requests are routed to them.
            Queuing is enabled with a per-agent or overall limit defined Choice
            • Customers see your chat button and can submit new requests unless there are no qualified agents available, or until the queue limit is reached. Then, customers see the offline version of the button until older chat sessions have ended and an agent is available.
            • Incoming chat requests are added to the queue until the per-agent or overall limit is reached. No new requests are accepted until older chat sessions have ended.
            • When agents have capacity for new chat sessions, they can accept incoming requests from the list.
            Queuing is enabled with a per-agent or overall limit defined Least Active or Most Available
            • Customers see your chat button and can submit new requests unless there aren’t any qualified agents available, or until the queue limit is reached. Then, users see the offline version of the button until older chat sessions have ended and an agent is available.
            • Incoming chat requests are added to the queue until the per-agent or overall limit is reached. No new requests are accepted until older chat sessions have ended.
            • When agents have capacity for new chat sessions, requests are routed to them.

            See Also

             
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