To-do queue
It lifts the conversations a machine cannot settle out of the message stream, so nothing important drowns.
Opening the queue
Workbench›To-do
The red badge on the tab counts open items and refreshes every 30 seconds. The list filters by shop, priority and status, and supports keyword search.
How to work it
- Open the conversation — the item jumps straight to the chat, even if that shop is outside your current filter;
- Claim — status moves from open to in progress and records the owner, so two people do not work the same case;
- Complete — click complete when done: the item is archived and the badge count drops.
A conversation holds at most one open item at a time. Triggering again only raises the priority and appends the reason, never duplicates. Once completed, a fresh trigger creates a new item.
Marking manually
No rule set covers everything. Use Mark as to-do in the chat toolbar to queue a conversation by hand, with a priority and a note. If an open item already exists, your note is merged into it.
Permissions
- Items follow shop assignment: an operator only sees items from their shops;
- Rules are account-level configuration: only the main account can add, edit or delete them, and the page is read-only for operators (see To-do rules).