Social Media Queue¶
This page is a reference of all Social Media queue settings. If you are setting up Facebook or Instagram comments from scratch, follow the step-by-step guide Set Up Social Media. For the queue list itself — assigning agents, relations and widget schemes — see Queue Basics.
Go to Settings → Routings → Queues to set up your Social media queue.
Social Media Queue Details¶
Fill out the Unique queue number, Title and Description (optional), then set up your queue.
Tip
Make sure to set up Connector to pair the queue with the routing you are using.
Warning
Facebook Comments Limitations : only comments added to posts created or edited after the Facebook – Daktela integration is set up will be synced.
Queue Number Auto-Suggestion Daktela will automatically suggest the next available number based on previous numbers of the same queue type (including deleted ones).
Queue Field Details¶
Open more settings using the Extended button in the top right corner.
| Field | Description |
|---|---|
| Advanced settings | |
| Allow description | Turn on to activate the description field as part of the activity created using this queue. Agents can enter a description of the activity. |
| Form save time | Select the time agents have to fill out and save the activity form after the interaction with the customer ends. The Inactive pause will automatically be set after this time runs out. |
| Multiple statuses | Allow or disallow users to set multiple statuses for activities using this queue. |
| Connector settings | |
| Connector | Select a Facebook or Instagram routing to use with this queue. If you haven't set up routing, go to Settings → Routingsto set up your routings. |
| Tickets | |
Save your queue.
Tip
Don't forget to set up:
- which Agents can use the queue.
- the queue's relations.
- the queue's widget scheme. See Queue Basics for instructions.
Notes¶
Least recent activity distribution : the time of the last activity is calculated based on activities in the last 2 hours.