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Social Media Queue

Go to Manage → Queues to set up your Social media queue.

Create a New Social Media Queue/Edit a Social Media Queue

Go to Manage → Queues

To create a new queue from scratch, click Add new and select Facebook Messenger. 

To use an existing queue as a template for your new one, click Clone in the Actions column.

To edit an existing queue, click its title.

The queue details will open.

Social Media Queue Details

Fill out the Unique queue number, Title and Description (optional), then set up your queue.

Make sure to set up Connector to pair queue with the routing you are using.

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

Queue Field Details

Open more settings using the Extended button in the top right corner.



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


Select a routing to use with this queue.

If you haven't set up routing, go to Manage Routings to set up your routings.


Save your queue.

Don't forget to set up:

  • which Agents can use the queue.

  • the queue's relations.

  • the queue's widget scheme.

See Queues for instructions.



Least recent activity distribution: the time of the last activity is calculated based on activities in the last 2 hours.

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