If you are an operator for to your company’s queue, you have the ability to grab unassigned incoming message from the queue. Not seeing new incoming messages? You may not be set up as a queue operator. You can get in touch with your internal Admin or chat with Captivated Support to confirm.
When a new incoming message is queued, it will show up in a green panel above the conversation list. Click the hand icon in the panel to take the message. You can also view and take a message in the dashboard. Once you’ve grabbed the message from the queue, you can either respond to it yourself or transfer it to the appropriate team member or department using the transfer button in the upper right-hand corner of the conversation window.