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Queue configuration

by Jacob Firuta

Visitors enter queue when your agents’ chat limit is reached. This way they can focus on finishing current chats before starting new ones. You can change the limit in your agents’ profile settings.

You can also have your agents manually pick up chats from the queue. This can be useful if you want to filter some of the chats and engage particular visitors only.

Agent’s chat limit

If you notice that too many visitors end up in a queue, you can modify your agents’ individual concurrent chat limit.

Follow these guidelines to modify the chat limit for an agent:

  1. Log in and go to the Agents section in the top menu.
  2. Select an agent whose chat limit you want to modify from the list on your left.
  3. Click on Edit button.
Accessing agent's profile settings
  1. Modify the number of concurrent chats for the agent.
Changing concurrent chats limit
  1. Click on Save changes to finalize.

You can repeat this process for all your agents. When the chat limit is reached for all agents who are accepting chats at the time, new visitors will go into the queue.

If you need to hire more agents, you can contact our experts who will be happy to help you with handling your chats.

Manual chat selection

Filter chats and engage certain visitors only through manual chat selection.

To turn manual chat selection on, follow these steps:

  1. Log in and go to the Chat routing section.
  2. Check Only selected visitors.
Only selected visitors routing
  1. Click on Save changes to finalize.

With manual routing set up, all visitors go to the queue after beginning a chat and you will have to pick those chats up manually.

Starting a chat from queue
You can pick up chats from queue using a shortcut;
ctrl + alt + J for Windows or
ctrl + ⌥ + J for Mac
Here are all shortcuts explained.

Learn more about chat routing from this article.

Configuring the queue form

You can change the message displayed when a visitor enters queue. To do so, follow these steps:

  1. Log in to LiveChat and go to the Queued visitors section.
  2. Hover over the message and click on Edit in the upper right corner of the preview chat window.
Setting up queue form
  1. Enter your message and click on Save changes to finalize.
The %number% and %minutes% values will show the visitor’s number in the queue and give the approximate amount of time it will take to enter chat. Remember to leave those values in if you want them to show up in your message.
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