Queue management
Beyond watching the dashboard, supervisors actively shape who handles what — reassigning, taking over, closing, and configuring routing rules. The actions live in two places: per-conversation actions on the inbox, and tenant-wide actions on the dashboard and settings.
Per-conversation actions (inbox)
When a supervisor opens a conversation, the controls available depend on who is handling it:
- Agent-handled conversations — opening a chat assigned to another agent shows a supervisor action panel above the composer with a Whisper button, so you can coach the agent privately without taking the chat over. See Whispers & internal notes. To reassign or close the chat, use the Transfer and Close Chat buttons in the thread header — the same controls the agent uses, available without owning the chat.
- Bot-handled conversations — the supervisor panel exposes Force Transfer (hand the chat to an agent or team queue) and Force End Bot (stop the running recipe and move the chat into the next routing decision).
Tenant-wide actions (dashboard)
From the live dashboard:
- Force Logout an agent from the Agent Availability table. Their open chats return to the queue.
- Acknowledge an SLA breach from the SLA Breaches Live table to clear it from the live view.
The dashboard does not currently support drag-and-drop reassignment or bulk operations — those are per-conversation actions inside the inbox.
Routing strategies
How chats flow from the queue to agents is configured at Settings → Inbox → Chat Assignment. The available strategies are:
- Round-robin — each agent gets the next chat in turn.
- Load-based — the agent with the fewest active chats wins.
- Skill-based — matches conversation tags against agent skill tags first, then falls back to load-based when no skill match is found.
There is one assignment strategy per tenant, applied across all teams. The agent’s Accepting presence state gates whether they’re considered for new chats.
SLA configuration
SLA windows are configured at Settings → Inbox → SLA Rules (SLA rules). Each rule defines a metric (first-response time, response time, resolution time, queue wait), a threshold, the conversations it applies to, and whether breaches alert a supervisor. Alerted breaches surface on the dashboard banner and the SLA Breaches Live table.
Business hours and off-hours
Tenants define their working calendar at Settings → Inbox → Business Hours (business hours). Outside those windows the assignment service can be configured to either queue, auto-reply, or route to a dedicated after-hours recipe. The Department Queue Status tile on the dashboard surfaces the off-hours backlog so the next shift can size their first-hour load.