To simulate multiple users and agents, open the chat in different browsers. Each browser can simulate two users/agents: one in normal mode and one in “private” or “incognito” mode.
To reset the chat and start a new user session, open the browser console, enter SBF.reset(), and press ENTER.
Yes, you can use Settings > Messages > Offline message to prevent the chat from showing the queue update message to the user.
For conversations initiated from messaging apps like WhatsApp, the system does not adhere to the limit of conversations per agent. All conversations are immediately and proportionally assigned to an available agent.
If Dialogflow’s human takeover is active, the queue is activated only during human takeover scenarios.
Yes, the queue feature is compatible with departments, allowing for more organized conversation distribution.
If a user leaves the queue (e.g., by closing the browser) for more than 1 minute, their conversation is saved. However, upon their return, the queue is reset, and the user loses their previous position.
The waiting time is displayed in minutes and is calculated using the formula:
queue position X response time = waiting time.
For instance, if a user is fifth in the queue and the response time is set to 4 minutes, the user’s displayed wait time will be 20 minutes.
Yes, agents can search and filter their conversations based on relevant criteria.
Agents can only view conversations assigned to them. However, they have the ability to see all conversations from a single user.
Yes, agents can switch their status between online and offline. They can do this by hovering over their profile image and clicking the label in the profile pop-up at the bottom-left of the admin area.
Agents must archive a conversation to mark it as completed. This action automatically grants them access to the next conversation in the queue.
No, administrators are not included in the queue system; they can see all conversations at all times.
Only online agents are considered “available” for receiving new conversations through the queue.
When an agent marks a conversation as completed (by archiving it), the queue is updated, and a new conversation is received.
Chat.RPAiX automatically assigns conversations to all available agents proportionately when users are in the queue.
When a user enters the queue, a message is displayed showing their current position in the queue and the estimated waiting time.
When the queue feature is activated via Settings > Miscellaneous > Queue, users are automatically placed in a queue when an agent’s chat limit is reached.