Configure the Supplier Collaboration Queue

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Configure the Supplier Collaboration Queue chat queue to ensure that the chat requests are routed and assigned to specific agents that belong to a defined group.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Advanced Work Assignment > Queues.
    2. Select Supplier Collaboration Queue.

      For more information about the fields on the Supplier Collaboration Queue form, see Create a work item queue.

    3. In the Initial agent response field, enter the message that you want the users to see when an agent accepts a chat.
      For example: Thank you for contacting support. I am looking into your question now and will be with you shortly.
    4. In the Max wait time message field, enter the message that you want the users to see when a chat ends after the Max Wait Time has elapsed.
      This field is required if the Max Wait Time is greater than 0.
    5. In the Target wait time field, enter the estimated time (Days or Hours, minutes, seconds) you want allotted for an agent to accept an item in the queue.
    6. In the Max Wait Time field, enter the maximum amount of time within which all available agents have to accept or reject a chat request.
      After time runs out, the requester receives the value in either the Max wait time message field or the No Agents Available Message field defined in Agent Chat settings.
      Note:
      The Max Wait Time field is available after you associate the queue to the chat service channel.
    7. In the Assignment Eligibility related list, select New.
      1. In the Agent assignment rule field, select Chat - Most Capacity.
      2. Click the lock icon (Lock icon) next to the Groups field.
      3. Click the look-up icon (Look-up icon) to view the list of groups.
      4. Select New.
      5. In the Name field, enter a name for the group.
      6. Fill in the remaining fields, as appropriate.
      7. Select Submit.
      8. Click the lock icon (Lock icon) to lock the Groups field.
      9. Right-click and select Save.
    8. Next to the Groups field, select the link to the group, which opens the group record.
      1. In the Group Members related list, select Edit to add members to the group.
      2. Select one or more users in the Collection list and move them to the Group Members List.
      3. Select Save.
        Note:
        The users that you add to this assignment group are automatically granted the awa_agent role.

    Result

    The queue is activated and the chat routing is applied.