Chat visitor queue
Understand how incoming chats are queued and distributed to available agents.
Chat visitor queue
When multiple visitors start chats at the same time, 6X queues them and notifies all online agents. The first agent to respond takes ownership of the conversation.
How the queue works
- All online agents see all incoming chat notifications simultaneously.
- The first agent to click and respond claims the conversation.
- Other agents no longer see that visitor as unassigned.
- If no agent responds within 2 minutes, the visitor sees a message that agents are busy.
Viewing chat history
- Go to Dashboard → Chat Logs.
- Filter by date, agent, or visitor.
- Click any conversation to view the full transcript.
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