Get every conversation to an agent who is free
Vera.Support can hand each new conversation to an available agent by itself, spreading the load proportionately. Nobody has to watch the inbox and claim chats first.
This is for teams with more than one agent, where chats would otherwise be picked up twice or missed entirely. If you run support on your own, you can leave this off.
Step by step
Choose queue or routing
Both live at Settings > Miscellaneous. Routing shares conversations out across your online agents. Queue does the same but also holds visitors in line once an agent's chat limit is reached, showing them where they stand.
Turn your choice on
Open Settings > Miscellaneous > Queue or Settings > Miscellaneous > Routing and enable it. The agents menu, on the right of the conversations area, switches on by itself once either is active.
Set the response time for the queue
Under Settings > Miscellaneous > Queue, set your response time. The wait shown to a visitor is their queue position multiplied by this number, so a realistic figure matters more than a flattering one.
Show waiting visitors where they are
Use the merge fields {position} and {minutes} in your queue message. The visitor then sees their place in line and an estimated wait rather than silence.
Ask your agents to set themselves online
Only online agents count as available. If nobody is online, the conversation stays unassigned and goes to the first agent who comes online.
Close conversations by archiving them
An agent archives a conversation to mark it complete, and that releases the next one from the queue. If your team leaves chats sitting open, the queue stops moving.
Settings reference
| Setting | What it does |
|---|---|
| Queue | Holds visitors in line when an agent's chat limit is reached and assigns them as agents free up. |
| Routing | Distributes conversations proportionately across your available agents. |
| Disable online status check | A routing option that shares conversations out to all agents regardless of whether they are online. |
| Routing if offline | Sends a reopened conversation to another online agent when the agent it was assigned to is offline. |
| Hide conversations of other agents | Restricts each agent to their own conversations, and is the setting you pair with View unassigned conversations. |
| View unassigned conversations | Lets agents see conversations nobody has been given yet, which is also how manual routing is enabled. |
Good to know
Admins are outside the system
Admins are excluded from queue and routing and always see everything. Assignment applies to your agents only.
Agents see a narrower inbox
With queue or routing on, agents can only search, filter and view their own conversations. They do still see every conversation belonging to a single user.
Messaging apps skip the chat limit
Conversations from messaging apps cannot respect the per-agent limit. They are assigned straight away, proportionately, to an online agent.
Leaving the queue costs the visitor their place
If a queued visitor is away for more than a minute, the conversation is kept but their position resets when they come back. While they are away it stays unassigned and only admins can see it.
Human takeover changes the timing
When chatbot human takeover is active, queue and routing only start working at the moment of takeover.
Departments still work
Queue and routing are compatible with departments, so you can keep conversations inside the right team.
Common questions
What happens when none of my agents are online?
Can I share conversations out even when agents are offline?
How is the estimated wait calculated?
Can agents assign a conversation themselves?
Does a visitor know when it is their turn?
Does this cost extra?
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