Understanding the queue tab on PipeOne

The Queue tab in PipeOne is designed to help users manage conversations efficiently by displaying conversations that are currently unassigned. It provides a clear view of interactions that need attention, ensuring that no customer messages go unnoticed. Below is a simple explanation of how the Queue tab works:

Key features of the queue tab

  • Unassigned Conversations: The Queue tab exclusively shows conversations without an owner. These are interactions that have not yet been picked up by any agent or assigned to a team.

  • Status Filter: Only conversations with the status NEW are displayed in this tab, making it easier to focus on fresh and unhandled interactions.

PipeOne - queue tab

How it helps

The queue tab ensures that agents and teams can quickly identify and act on new conversations waiting for assignment. This feature simplifies the workflow by centralizing unclaimed conversations, reducing delays in response times, and improving customer service efficiency.

By using this tab effectively, teams can ensure that all incoming messages are promptly addressed and routed to the appropriate agents or teams for resolution.

Product Team