WhatsApp Queues

Created by Hannah Peters, Modified on Wed, 15 Mar, 2023 at 8:12 AM by Hannah Peters

A WhatsApp Queue is a way to route incoming WhatsApp interactions to a group of agents.

For every WhatsApp interaction coming from a WhatsApp Account the Agents belonging to the WhatsApp Queue will be notified.


This article contains:



Create a WhatsApp Queue


In the Admin interface, go to WhatsApp Connector -> WhatsApp Queues. Click the + in the bottom right corner:


Fill in the details:

  • Name
  • Strategy
    Queue Strategy defines how incoming WhatsApp interactions are routed to the agents belonging to a queue. You can select one of the following strategies:
    • Beepall: delivers the WhatsApp interaction to all the agents until one accepts
    • RR Memory: tries to deliver the WhatsApp interaction to the next agent in the list after the one engaged last time.
  • Agent Timeout
    The time in seconds the incoming interaction is notified to the Agent before being sent to the next agent if RR Memory is set as Strategy.
  • Description (optional)



Edit/Modify a Whatsapp Queue


To edit the Queue click the three dots to the right and click Edit WhatsApp Queue:

And change any of the following values:

  • Strategy
  • Agent Timeout
  • Description 


Add Agent/Team to WhatsApp Queue


To add an Agent or a Team to a WhatsApp Queue, you can choose to either:

1. Click the three dots to the right on the queue and click Edit WhatsApp Queue. Then click Add Team or Add agent:

Add the agents:


Click Save.


2. Click the three dots to the right on the queue and click Add Agent To WhatsApp Queue or Add Team To WhatsApp Queue:


Add the agents:


Click Save.








Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select at least one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article