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Home > KANA Response Administration > Content Administration > Chat Queues > About Chat Queues
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A chat queue consists of a list of Response live chat messages that need to be handled by users.
Chat queues can be set-up to efficiently manage incoming chat messages. Chat queues allow you to:
Distribute certain chat messages to be handled by different agents
Prioritize messages
When you create a chat queue, you assign it a priority number. The lower the priority number you assign, the higher the priority of the chat messages in the queue. When users download messages, they receive messages from the highest-priority queues first. Within a queue or a group of queues having the same priority, users receive the oldest messages first.
KANA recommends that for basic systems, you assign queues a priority of 20. If you have a complex system of priorities, KANA recommends assigning priorities in multiples of 10 so that you leave room for adding queues with higher or lower priorities later.
Each chat queue can have multiple users assigned to it, meaning messages from this chat queue will populate their inboxes. Likewise, a user can be assigned to multiple queues.
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