Manage Message Queues

A message queue holds incoming customer messages (SMS/MMS) until an agent picks them up, so callers are answered in order instead of being lost. Once a queue is in place, you can revise its configuration at any time or clear out queues that are no longer used. This page covers both tasks.

Edit a message queue

Use this when a queue’s settings need to change, for example adjusting which agents it serves or how messages are distributed.

1. Sign in to the Cloud Voice management portal and open Messaging > Message Queue.
2. Find the queue you want to change and click the edit icon () next to it.
3. Adjust the queue settings as needed.
4. Click Save.

Note

The edit and delete icons sit in the same row as each queue, on the right side of the list. Your changes do not take effect until you click Save; leaving the page without saving discards them.

Delete message queues

Caution

A queue can only be removed once it is no longer in use. Before deleting, confirm that the queue is not assigned as the inbound messaging destination for any message channel (a message channel is the connection that routes incoming customer messages into the system). Deleting a queue that a channel still points to can break message delivery for that channel.

Sign in to the Cloud Voice management portal and open Messaging > Message Queue, then remove queues one at a time or several at once.

Danger

Deleting a queue is permanent and cannot be undone. There is no confirmation beyond the pop-up, so make sure you have selected the correct queue before you confirm.

To delete a single queue:

1. Click the delete icon () next to the queue you want to remove.
2. Click OK to confirm in the dialog that appears.

To delete queues in bulk:

1. Select the checkbox for each queue you want to remove.
2. Click Delete above the list.
3. Click OK to confirm in the dialog that appears.