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Queued

Sidebar Inbox → Queued opens /inbox/queued.

The list header reads Queued with a count in parentheses.

What “Queued” Means​

A conversation is Queued when it could not be assigned to an agent immediately — commonly because no agent was online or available when escalation ran. The thread stays open but waits in a holding queue until someone takes it.

Queued rows show:

  • An orange Queued label on the row
  • A footer line Queued: followed by a short reason (for example escalation or handover text from your bot flow)

See Open, Pending, Queued, Expired for how Queued differs from Pending and Expired.

Take It​

When the queued conversation is still bot-handled (not assigned to an agent), click Take It on the row (or Take It in the chat header after you open the thread).

Take It assigns the conversation to you and removes it from the queue so you can reply in the chat pane.

You must be able to accept assignments (for example Online availability — see Your Availability).

DeQueue​

When the queued conversation is already assigned to an agent, the row shows DeQueue instead of Take It.

DeQueue removes the conversation from the queue without reassigning it — use this when the assigned agent will handle it outside the queue workflow.

Workflow Suggestions​

  1. Open Queued at shift start or after going Online.
  2. Sort or search if the list is long (Search and Arrange).
  3. Take It on bot-handled rows you will answer.
  4. Switch to Assigned or Unread for ongoing work.

Supervisors can also manage queued rows from sidebar Conversations (chapter 5) with the same Take It / DeQueue actions.