Guides

Work Queue — Manage Your Assigned Tasks

The Work Queue helps you keep track of conversations that need your attention. It is divided into four main views: Assigned To Me, Mentions, Unassigned, and Awaiting Response.

How to open Work Queue

1. In the left sidebar, click Plugins.
2. Select Frontline.
3. Click Inbox.
4. In the left panel, expand the Work queue section.

Work Queue views

Assigned To Me Shows all conversations that are assigned directly to you. This is your personal to-do list within the team inbox.

Mentions Displays conversations where someone has mentioned you using @. Use this view to quickly find messages that require your input.

Unassigned Lists conversations that have not been assigned to any team member yet. Managers can use this view to distribute work.

Awaiting Response Shows conversations where a reply is expected. This helps you follow up on pending customer or team messages.

How to filter conversations

1. Click the filter icon at the top of the conversation list.
2. Choose from the available filters such as Unresolved, Resolved, Unassigned, Participated, Awaiting response, Automation status, By Channel, Integration Type, or Created at.
3. The conversation list will update automatically.

💡 Tip: Use the Awaiting Response view daily to make sure no message is left unanswered.