Set queue overflow policy

An overflow policy tells Live Assistant how to handle chat requests that come into a workgroup queue that is already at the maximum number of requests it can handle at one time.

To set overflow policy for a queue:

1. Click the Live Assistant tab.

2. In the Workgroup Summary screen, click the name of the workgroup to which the queue belongs.

3. In the sidebar pane under Workgroup Settings, click Queues.

4. In the Workgroup Queues screen, click the name of the queue. The Manage Queue screen displays.

5. Scroll to the bottom of the screen. In the Queue Overflow Policy section, select a policy.

6. If you selected to overflow requests to a specific queue, select the queue from the drop-down list.

7. Click the Save Settings button.