How to manually start chatting with the next customer in queue in the Agent Workspace

Operators can manually start an additional session when there are customers waiting in queue.

Digital DX is configured to distribute chats automatically between available Operators, but Operators can decide to manually take an additional chat from the queue if they can manage the extra workload. For information on Automatic Distribution, see How to automatically activate chats (Automatic Chat Distribution).

To start chatting with the customer who has been waiting for the longest period of time, click Take next queued chat on the left side of the workspace under Live Sessions. The chat is assigned to the Operator regardless of the Operator's status, and whether Automatic Distribution is enabled or the Operator's concurrent limit is reached.

Remember: This feature is enabled by default and it does not matter whether an Operator is the member of a department. If an individual Operator cannot use this feature then in the Web Admin Center, go to Organization > Agents and select the Operator. On the Automatic Distribution tab, make sure that Take Next Queued is selected.

The chat opens in a new column in the workspace to the right.