Understanding the CloudRadial Chat Queue

The Live Chat Queue gives you a real-time view of the conversations moving through your chat channels. It is a monitoring screen: you can see who started each conversation, when it began, and where it stands. This screen is available on all Chat versions (Chat Starter, ChatAI Professional, and ChatAI Enterprise).

• Searching and Refreshing
• Filtering by Status
• Reading the Queue

Searching and Refreshing

A search box at the top of the page lets you find a conversation by ticket, user, or description. The Refresh button in the top-right corner reloads the queue so you are looking at the latest activity.

Filtering by Status

Just above the queue are four filter tabs, each showing a live count:

• All — every conversation in the queue.
• Pending — conversations waiting to be picked up.
• Live — conversations that are currently active.
• Closed — conversations that have ended.

Selecting a tab narrows the list below to just those conversations.

Reading the queue

Each conversation appears as a row with four columns:

• Started — the time the conversation began, along with how long ago that was.
• Ticket & Description — the related ticket and a short description, for example "Conversation created for ticket #90418."
• User — who initiated the conversation, shown with their name, email address, and company.
• Status — the conversation's current state (Pending, Live, or Closed).