The Team Queues module in Pabbly Chatflow provides an organized way to manage chats assigned to team members. It displays a list of chats assigned to each team member and automatically categorizes unassigned chats in a separate list.
From the Inbox :
1. Navigate to the Team Queues section from the left sidebar of the Chatflow application.
2. In the Team Queues, you will see all the chats assigned to a specific team member under the team list.
3. Chats will be categorized based on their status: Opened, AI Assistant, On Hold, Replied, Pending, Resolved, or Closed.
This feature ensures better chat distribution among team members and provides a streamlined way to handle customer interactions efficiently.
Adding a Team Member
Before assigning chats, you must add a team member to your account. Follow this guide to add a team member: Team Members GuideAssigning Chats to a Team Member
Once the team member has been added, you can assign chats using the following :From the Inbox :
- Select the chat(s) you want to assign.
- Assign them to the relevant team member.
- From General Settings:
- Navigate to General Settings.
- Under Chat Owner, select the team member you wish to assign the chat to.
Accessing the Team Queue
After assigning the chats, follow these steps to access the Team Queue:1. Navigate to the Team Queues section from the left sidebar of the Chatflow application.
2. In the Team Queues, you will see all the chats assigned to a specific team member under the team list.
3. Chats will be categorized based on their status: Opened, AI Assistant, On Hold, Replied, Pending, Resolved, or Closed.
Chat Status Definitions
- Opened: New chats received and awaiting a response from a team member.
- AI Assistant: The conversation is currently being handled by the AI assistant.
- On Hold: The conversation is temporarily paused.
- Replied: A response has been sent during an active conversation; awaiting the customer's reply to continue.
- Pending: The conversation is awaiting a response from the customer after an outbound message (e.g., broadcast). It will remain in this status until the customer replies.
- Resolved: The issue has been addressed by the team.
- Closed: The conversation has been completed, and the chat has been closed.
Monitoring Chats and Unassigned Chats
- The Team Queue allows you to track inbox chats and monitor team members' management of their assigned conversations.
- If a chat is not assigned to any team member, it will automatically appear in the Unassigned Chats list.
This feature ensures better chat distribution among team members and provides a streamlined way to handle customer interactions efficiently.
