Conversation Queues
Fyncall organizes every customer conversation into smart queues so you always know what needs your attention first, what your teammates are handling, and what's waiting to be picked up. Think of queues as intelligent folders that automatically sort and prioritize your work.
How Conversations Flow Through Queues
When a customer reaches out, Fyncall routes their conversation through your queues in real time. Here is how a typical message moves through the system:
Your Queues at a Glance
Queues are split into two sections in the sidebar: My Work (personal) and Team (shared).
| Queue | Section | What It Shows |
|---|---|---|
| Needs Attention | My Work | Your assigned conversations that need action right now |
| My Conversations | My Work | Everything assigned to you |
| Snoozed | My Work | Conversations you've deferred for later |
| Watching | My Work | Conversations you're following but not assigned to |
| Needs Agent | Team | Conversations the AI has escalated for a human |
| Unassigned | Team | Conversations with no agent assigned |
| All Open | Team | Every open conversation across your whole team |
Needs Attention
Needs Attention is your most important queue. It shows only the conversations assigned to you that require immediate action, sorted by urgency.
A conversation appears here when any of the following are true:
- New customer message -- The customer sent a message you haven't replied to yet
- AI escalation -- The AI agent flagged the conversation because it needs a human
- SLA at risk -- A linked support ticket is close to breaching its response time
- SLA breached -- A linked support ticket has already missed its deadline
- Customer waiting too long -- The customer has been waiting more than five minutes without a response
- High or urgent priority -- The conversation was marked as high priority or urgent
- Pending AI draft -- The AI wrote a draft reply that's waiting for your review
- Follow-up required -- The conversation was flagged as needing follow-up
How Conversations Are Prioritized
Fyncall scores each conversation from 0 to 100 based on how urgently it needs your attention. The most critical items always appear at the top.
Here is how the priority levels work:
| Priority Level | What It Means | How It Looks |
|---|---|---|
| Urgent (60-100) | Needs immediate action -- SLA breached, long wait times, or escalated conversations | Red indicator |
| High (30-59) | Important but not critical -- new messages, elevated priority, or pending drafts | Orange indicator |
| Normal (0-29) | Active but under control -- recently active conversations with no red flags | Standard display |
The factors that matter most (in order of weight):
- SLA breached -- A support ticket deadline was missed
- SLA at risk -- A deadline is approaching within the next hour
- Agent handling -- You've taken over from the AI
- AI escalation -- The AI flagged the issue for human help
- High/urgent priority -- Someone marked this conversation as important
- Pending draft -- An AI-written reply is waiting for your review
- Long wait time -- The customer has been waiting (longer wait = higher score)
- Unread messages -- The customer wrote something you haven't seen
- Negative sentiment -- The AI detected the customer may be unhappy
Conversations with breached SLAs always rise to the top. If you see a red urgent indicator, check those first to minimize the impact on your response time metrics.
Wait Time Escalation
The longer a customer waits, the higher their conversation climbs in your queue:
| Wait Time | Effect |
|---|---|
| Under 5 minutes | No boost |
| 5 -- 15 minutes | Moderate priority increase |
| 15 -- 30 minutes | High priority increase |
| 30 -- 60 minutes | Very high priority increase |
| Over 60 minutes | Maximum priority increase |
Keep an eye on conversations that have been waiting for more than 15 minutes. Fyncall automatically bumps them up, but a quick response goes a long way with customers.
My Conversations
My Conversations shows every open conversation assigned to you, regardless of whether it needs immediate attention. This is your complete personal workload.
Use this queue to:
- See everything on your plate at once
- Check on conversations that are waiting for a customer to reply
- Find conversations you handled recently
- Track your overall assignment count
The difference between Needs Attention and My Conversations is that Needs Attention is a filtered, prioritized subset. My Conversations shows all of your assignments, including quiet ones where the customer hasn't responded yet.
Needs Agent
Needs Agent is a team-wide queue that shows conversations waiting for a human to step in. These are typically conversations where:
- The AI agent escalated because it could not fully resolve the customer's issue
- The customer asked to speak to a human
- The AI detected complex intent that requires human judgment (billing disputes, complaints, sensitive topics)
- A workflow determined that human intervention is needed
Any team member can claim a conversation from this queue. Once claimed, it moves to that agent's My Conversations and Needs Attention queues.
Check the Needs Agent queue regularly, especially during busy periods. These are customers who have already been told that a human will help them, so a quick pickup makes a great impression.
Unassigned
Unassigned shows conversations that have no agent assigned to them. This can happen when:
- A new conversation arrives and hasn't been routed to anyone yet
- An agent released a conversation without reassigning it
- An agent left the team and their conversations were unassigned
- Auto-assignment rules didn't find an available agent
Admins and team leads typically monitor this queue to make sure no customer is left without support.
All Open
All Open gives you a bird's-eye view of every open conversation across your entire team, regardless of who it's assigned to or what state it's in.
Use this queue when you need to:
- Get an overview of your team's current workload
- Search for a specific conversation
- Check whether a particular customer is already being helped
- Monitor overall volume and activity
All Open includes conversations from every channel -- WhatsApp, Email, Instagram, and Web Widget -- in a single unified list. You can use the channel filter to narrow it down.
Snoozed
When you need to pause a conversation and come back to it later, you can snooze it. Snoozed conversations are hidden from your active queues and collected here.
A snoozed conversation automatically comes back to your attention when:
- The snooze timer expires (you set the time when you snooze)
- The customer sends a new message (the snooze cancels immediately)
Once unsnoozed, the conversation reappears in your Needs Attention queue so you don't forget about it.
Common reasons to snooze:
- Waiting for an internal team to get back to you
- The customer said they'll follow up later
- You need to check something before responding
- Holding until a specific time (start of next business day, after a meeting, etc.)
Watching
Watching shows conversations that you've chosen to follow without being the assigned agent. This is useful when:
- You're a team lead keeping an eye on a tricky conversation
- You helped earlier and want to see how it turns out
- Another agent asked for your input on a case
- You want to learn from how a teammate handles a specific type of issue
You'll receive notifications for important events on watched conversations (new messages, status changes, resolutions) without them appearing in your active work queue.
Understanding Badge Counts
You'll notice small numbered badges next to each queue name in the sidebar. These counters update in real time and tell you at a glance how much is waiting in each queue.
| Badge Color | Meaning |
|---|---|
| Red | Urgent items that need immediate action (SLA breaches, escalations that have been waiting too long) |
| Orange | Items that need attention soon (new messages, escalations, high priority) |
What the Numbers Represent
- Needs Attention badge -- Total conversations in your queue that need action
- My Conversations badge -- Total open conversations assigned to you
- Needs Agent badge -- Total conversations waiting for any human agent
- Unassigned badge -- Total conversations with no agent assigned
- All Open badge -- Total open conversations across the team
- Snoozed badge -- Total conversations you currently have snoozed
- Watching badge -- Total conversations and tickets you're following
Badges update in real time as conversations change. When a customer sends a new message, you'll see the badge count increase immediately -- no need to refresh the page.
Filtering and Searching Within Queues
Every queue supports search and channel filtering so you can quickly find what you're looking for.
Search
Type a name, email address, phone number, or keyword into the search bar at the top of any queue. Fyncall searches across:
- Customer name
- Contact details (email, phone number, social media handle)
- Conversation title
- Message content
Channel Filter
Use the channel dropdown to show only conversations from a specific channel:
- WhatsApp -- WhatsApp Business messages
- Email -- Email threads
- Instagram -- Instagram Direct Messages
- Web Widget -- Website chat conversations
Tips for Managing Your Queues
- Start with Needs Attention -- This queue surfaces your most urgent work first. Make it your home base.
- Check Needs Agent between conversations -- Customers waiting for a human should be picked up quickly.
- Use Snooze instead of ignoring -- If you can't respond right now, snooze the conversation with a timer so you don't lose track of it.
- Watch conversations you care about -- Following a conversation keeps you informed without adding it to your workload.
- Keep an eye on badge counts -- A rising Unassigned count might mean your team needs help.
What's Next?
- Managing Conversations -- Learn how to claim, assign, take over, resolve, and snooze conversations
- Replying to Customers -- Compose messages, attach files, and use quick replies
- AI Copilot -- Get AI-powered assistance while handling conversations
- Tickets -- Track support tickets linked to conversations