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When a new incoming message routes to a Queue, it remains unassigned until a Queue Operator takes ownership of the conversation.

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Take a Conversation

If you’re a Queue Operator:
  1. Locate the new queued conversation above your conversation list or from the Dashboard.
  2. Select the Take option to take ownership of the conversation.
  3. Once you’ve taken the conversation, you become the conversation owner.
  4. Respond to the customer or transfer the conversation to the appropriate User or Queue.
Once you take ownership, the conversation is removed from the Queue so other Operators know it’s being handled.

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Not Seeing New Queued Conversations?

If you aren’t seeing incoming conversations for a Queue, you may not be assigned as a Queue Operator. Your Captivated Administrator can review the Queue’s Operators and add you if needed. Learn more about Queues and Queue Operators.
Being a member of a Team does not automatically make you an Operator of that Team’s Queue. Queue Operators are configured separately.

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Need Help?

If you’re a Queue Operator but aren’t seeing incoming conversations as expected, contact Captivated Support using the in-app Support option or text (317) 316-3600. Take conversation from the queue