The Team Queues module in Pabbly Chatflow provides an organized way to manage chats assigned to team members. It displays a list of chats assigned to each team member and automatically categorizes unassigned chats in a separate list.
Adding a Team Member
Before assigning chats, you must add a team member to your account. Follow this guide to add a team member: Team Members Guide
Assigning Chats to a Team Member
Once the team member has been added, you can assign chats using the following :
From the Inbox :
- Select the chat(s) you want to assign.
- Assign them to the relevant team member.
- From General Settings:
- Navigate to General Settings.
- Under Chat Owner, select the team member you wish to assign the chat to.
Accessing the Team Queue
After assigning the chats, follow these steps to access the Team Queue:
- Navigate to the Team Queues section from the left sidebar of the Chatflow application.
- In the Team Queues, you will see all the chats assigned to a specific team member under the team list.
- Chats will be categorized based on their status: Opened, AI Assistant, On Hold, Replied, Pending, Resolved, or Closed.
Chat Status Definitions
- Opened: New chats received and awaiting a response from a team member.
- AI Assistant: The conversation is currently being handled by the AI assistant.
- On Hold: The conversation is temporarily paused.
- Replied: A response has been sent during an active conversation; awaiting the customer's reply to continue.
- Pending: The conversation is awaiting a response from the customer after an outbound message (e.g., broadcast). It will remain in this status until the customer replies.
- Resolved: The issue has been addressed by the team.
- Closed: The conversation has been completed, and the chat has been closed.
- Intervened Status: The conversation has been manually taken over by a team member, and AI Assistant responses are currently stopped.
- When AI Assistant Stops: If the AI Assistant is stopped, the chat status will automatically switch to Intervened.
- When Chat Status is Intervened: Once the chat status is set to Intervened, the AI Assistant will not start, and no flows will be triggered.
- The status must be manually changed to another status to allow the AI Assistant and flows to restart for the next interaction or keyword trigger.
Monitoring Chats and Unassigned Chats
- The Team Queue allows you to track inbox chats and monitor team members' management of their assigned conversations.
- If a chat is not assigned to any team member, it will automatically appear in the Unassigned Chats list.
This feature ensures better chat distribution among team members and provides a streamlined way to handle customer interactions efficiently.
Originally posted by Neha Bhatia on 2025-02-25 (forum thread #27217).
