Archive a queue

This feature has been designed to help you organize your workspace more efficiently. Now, you can archive queues that are no longer in use, reducing unnecessary clutter on your dashboards and all across the product.

How does it work?

This feature allows you to archive queues that are no longer in use. Archiving a queue removes it from your active workspace, making your dashboard cleaner and more streamlined. It also removes the archived queue from being visible in various selectors across the product.

An archived queue is removed from the following selectors & dashboard in these product areas:

• Dashboard
• Conversation view
• Conversation overview
• Search
• Flow builder

Archived queues will continue to remain visible inside analytics.

What are the prerequisites to archive a queue?

Before a conversation queue can be archived, it must be unassigned from any flow where it's currently being used. Also, the queue should not have any open conversations inside it. Once these conditions are met, you are free to archive the queue.

How do I archive a queue?

To archive a queue, navigate to your queue settings and identify the queue you wish to archive. Follow the straightforward archiving process to hide this queue from your active workspace. Please note that Administrators, System Administrators, and Team Leads have the permissions required to perform this action.

FAQs

Can the "default" queue be archived?

No, the "default" queue can't be archived.

Where can I find archived queues?

You can find them on the Queues Settings page - by selecting the "Archived queues" filter.

From here you can unarchive a queue.

I've archived a queue - but it's still used in a flow -  what should I do?

You can either un-archive the queue and continue to use it, or you can go to the flow where the queue is being used and remove it from the flow. The archived queue is marked inside the flow with the tag "Archived".

Can conversations appear in an archived Queue?

Yes, it is possible that old conversations could be re-opened in a queue that is archived. To avoid missing those conversations we either suggest not to archive that queue or before archiving the queue - set up an automation that would transfer the conversation from the to-be archived queue to the queue of your choice.