Queues - Early Access
Queues are buckets or folders for conversations. Agents are assigned to queues in order to pick up work from a specific list of queues.
The purpose of queues is to categorize conversations and organize your team. New conversations are routed into queues based on business rules. Queues have agents assigned baesd on topic, channel or any other business need, so conversations are managed in a timely manner by the most knowledgeable team members. To manage queues over API the following methods are available: