> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/dashboard/message-queue.md). # Conversation queue You can view the list by clicking the "Message Queue" button under "Dashboard" in the menu. After entering the list, you can immediately view the conversation status of all text channels, making it easy for managers to check the overall situation. ## Overview
When a customer or agent sends a message through any channel, the system automatically creates a conversation. A conversation is a unit used to track and manage dialogue between customers and agents. It includes back-and-forth messages, as well as a status indicating the current progress. A conversation can have multiple statuses, which are used to indicate different stages or states of the conversation. Some common conversation statuses may include "In Progress," "Assigned," "Completed," etc. These statuses can help you track and organize conversations while keeping your team clear on the current status. {% hint style="info" %} And each status can be learned more deeply from the "[**Conversation Status**](/feature/other/conversion-state-list.md)" article, to understand the meaning of each status and the corresponding actions in more depth. {% endhint %} ## FAQs or Additional Notes ### **A conversation does not necessarily need to be serviced and completed by customer service staff** Conversations can be handled by automated bots or self-service, providing quick and basic support in specific situations to help customers solve problems or provide the information they need. When a conversation status in the queue is marked as "bot," it does not mean that it must ultimately be manually taken over and completed by a human agent until there are no conversations left in the queue. If the bot can meet the customer's needs and provide appropriate answers or support, the conversation can be successfully resolved with the bot's assistance. Only when human intervention is needed will it be further assigned to a human agent for handling. ### **If no agent is currently available to take over the conversation, the conversation status will remain unchanged** If there are currently no agents online or ready, the conversation will remain in its last status. For example, if a conversation has been assigned to the only online agent A, but agent A is currently not in a ready state, and there are no other agents online at that time, then the conversation will remain in the "Assigning" status until an agent comes online and is able to take over the conversation. ### Dashboard order does not represent assignment order Dashboard displays conversations in various statuses according to a specific sorting rule, such as sorting by arrival time or service start time. This is to provide an overview so you can easily view and manage conversations. However, the actual conversation assignment order may be affected by multiple factors, such as agent skills, number of services an agent handles, or other preset priorities. The system will determine the order in which conversations should be assigned based on these factors to ensure that each conversation can be effectively assigned to the most suitable agent. ### The original channel's required skills were adjusted during assignment If assignment conditions are changed during the conversation assignment process, such as adjusting the skill requirements originally set for the channel, and the conversation has already been assigned to an agent, then you must wait until the next assignment cycle (the "When assigned agent does not respond" item in system settings) before the conversation will search for a suitable agent for assignment based on the new conditions. ### The conversation keeps waiting or has no assigned agent When any of the following conditions is met, the current conversation needs to wait for an agent that meets the assignment conditions before it can be assigned:
FactorDescription
Maximum assignment count has been reached

The system is looking for suitable agents to handle various customer requests. In this process,the maximum number of simultaneous assignments is determined by the number of online and ready agents, as well as the remaining service capacity they can take on, with each agent able to be assigned up to 3 conversations at the same time.

For example, if there are 5 agents online and ready, and each agent can still take 10 more services, then the system can assign up to 15 conversations at the same time (that is, each of these 5 agents can handle 3 conversations simultaneously).

In another case, suppose there are 5 agents online, but one of them can only take 1 more service. Then the number of conversations being assigned will be 4*3+1=13.\n\nThis means that when the maximum number of customer requests is already being assigned, new customer requests will not be added to the assignment queue until other customer requests have been completed and space has been freed up.

Customers in queue have specified skill requirementsIf there are customers in the queue with specific skill requirements, but the currently ready agents do not meet those requirements, then these customers need to wait until other agents with matching skills come online before they can be assigned.
No agents are currently in a ready stateIf no agents are currently in a ready state, the number of conversations that can be assigned at this time will be 0. In this case, all waiting customers need to wait until an agent comes online and becomes ready before the system can start assigning conversations to agents.