Configuring Custom Queues for Message Routing
How do I configure custom queues for active and inactive messages?
Configuring custom queues in Zendesk allows you to manage active and inactive messages separately. To define a queue for active messages, go to the Admin Center, click on Objects and rules, then select Omnichannel routing > Queues.
Create a queue named 'Active messages', set its priority, and add conditions like the channel being 'Messaging' and tags containing 'active'. Assign the Active Primary group as the primary group and Active Secondary as the secondary group. For inactive messages, create a queue named 'Inactive messages', set its priority, and add conditions like tags containing 'inactive'. Assign the Inactive Primary group as the primary group and Backup as the secondary group. This setup ensures that active messages are prioritized over inactive ones.
More related questions
How does omnichannel routing handle active and inactive messages differently?
Omnichannel routing in Zendesk allows you to prioritize active messaging conversations over inactive ones. This is achieved by creating custom queues and using triggers to identify when a message becomes inactive. Active messages are routed to…
What are the steps to set up omnichannel routing for active and inactive messages?
To set up omnichannel routing for active and inactive messages, you need to configure custom queues and create triggers. First, ensure that omnichannel routing is enabled and messaging activity routing is turned off. Next, create groups of agents…
How can I create groups of agents for handling messages in Zendesk?
Creating groups of agents in Zendesk helps manage ticket assignments based on skills or experience. To create groups for handling messages, go to the Admin Center, click on People, then select Team > Groups. Click 'Add group' and enter a group…
What triggers should I create to identify inactive messaging tickets?
To identify inactive messaging tickets in Zendesk, you need to create specific triggers. Start by creating a trigger to tag active messaging tickets. This involves setting conditions such as the ticket channel being 'Messaging' and the ticket…
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