How to edit and create conversation queues and conversation types?
In this article, you will learn about the redesign of the Configuration>Live Chat screen to create, edit and delete data in conversation types and conversation queues.
Estimated reading: 05 minutes
Queues are used to organize conversations and assign them to agents. Conversation types allow you to keep track of communications with your users considering the reason that created them.
You will see the following changes:
- New functionality for editing, importing and deleting types and queues.
- Visual redesign.
- A type and queue search bar.
- Added a multiple queue restriction for better organization.
- Added ID validation. It cannot be an existing ID, nor contain spaces, nor be longer than 30 characters.
- The possibility to perform massive uploads of conversation types and queues, which allows creating, modifying, and deleting types and queues through a TSV file.
Conversation queues
You will see the following screen:
New queue
By clicking on + new queue you will be able to create new queues by specifying an ID, queue name, number of slots, and average session time in minutes.
Import queues
It allows you to upload a file with a . TSV extension. You can also download a template to complete the required data for your service queue.
Delete queues
It allows eliminating queues that you deem no longer necessary.
Conversation types
You will see a screen as shown below:
Create type
Clicking on +Create you can add a new conversation type and assign it to specific queues.
Import types
It allows uploading a file with a . TSV extension. You can also download a typification template to complete the required information.
Delete types
Allows deleting types that you deem no longer necessary
Note: Remember that you can track the changes made to your project regarding agents, conversation types, conversation queues, platform access, and WhatsApp templates. For more information, please refer to the following article: How to access the audits screen to view information about your project?
With these new tools, you will be able to better set your conversational flows, thus optimizing your customer service.
Visit our Help Center for further information.
Written by: Botmaker Team
Updated: 08/18/2021