Smart сhat queues
Good news! Chat2Desk now supports automated chat queues, ensuring that no customer is left waiting—even when all operators are busy or offline. Incoming chats are held in a queue and automatically assigned to the next available operator, so every request gets handled as soon as possible.
Previously, if no operators were available, new chats had to be assigned manually or remained unclaimed, causing delays and missed opportunities. Now, with chat queues, every request stays in line until it’s picked up.
How it works
- If all operators are busy, incoming chats are placed in a queue.
- As soon as an operator is available, they receive the next chat in line.
- Choose how chats are assigned: oldest first (FIFO) or newest first (LIFO).
- If the same operator or group handles multiple channels, the queue is shared across all of them.
With automated chat queues, you can speed up response times, reduce lost leads, and lighten the workload for your team.
Set it up in Settings > Automatic chat assignment.
Internal chats now on mobile
Stay connected with your team, wherever you are. Internal chats are now available in the Chat2Desk mobile app, making it easier than ever to collaborate on the go.
Previously, internal chats were only accessible on desktop. Now, the mobile app lets you:
- Start private conversations and manage messages.
- Edit and delete messages to keep chats clear and up to date.
- Quote and pin important messages for easy reference.
- Create group chats for team discussions.
No need to switch between apps—Chat2Desk keeps your team in sync, anytime, anywhere.
General reports are moved
The General Reports section is no longer in the Reports menu. But don’t worry—all reports are still available in Aggregated reports and the main reports list.
