Recent searches


No recent searches

Workflow: Using omnichannel routing queues to handle active and inactive messages differently



image avatar

Jacquelyn Brewer

Zendesk Documentation Team

Edited Jul 26, 2024


-1

5

5 comments

I get a queue couldn't be saved error when creating the primary queue. Is there something I need to change in my OCR configuration? 

0


That triggers only work for chat, not for messaging. Since messaging tickets don't update through chat transcripts, the inactive trigger won't activate.

 

0


Rafa, messaging tickets do update via chat transcripts, but the first transcript isn't posted until ten minutes in. 

What we'd like to do is have a capacity for inactive conversations, as the uncapped scenario isn't ideal for small teams where only one person is “on chat” at any given time and the rest are focusing on backlog. With this method, the person “on chat” gets all the inactive conversation backlog, which isn't what we want. 

0


Alan Pugh did you find a solution for this?  I enabled omni today and having the same issue with inactive conversations 

0


Brenda Piersak Not yet, it's something I'll need to add as a product suggestion. When I get around to that I'll post it here.

0


Please sign in to leave a comment.