"My" Queue

The "My" queue operates in real time.
When a new message assigned to the agent arrives, it appears automatically, without waiting for refresh cycles.

"Unassigned" and "All" Queues

There are some ways to update these queues:

Refresh the browser page (reload button).
Click on the queue name: this reloads the entire list, functioning as a refresh button.
Enable auto-refresh, which automatically updates every 30 seconds.
- The auto-refresh setting is individual: turning it on or off does not affect other users on the team.

Where to enable auto-refresh?

Behavior when scrolling the queue with auto-refresh enabled (scroll)

If you scroll down the list to view tickets that are not at the top of the queue and auto-refresh is enabled:

At the next 30-second cycle, the queue will reload automatically.
You will be taken back to the top of the queue, losing your previous scroll position.

When to disable auto-refresh?

It is recommended to disable auto-refresh in situations where you need to maintain your position in the list without being automatically taken back to the top. Examples:

Scrolling down to view tickets not at the top.
Curating tickets, such as reviewing, organizing, or prioritizing conversations.
Analyzing messages calmly without automatic updates interrupting the flow.
Manually assigning tickets or navigating between multiple conversations in the queue.

With auto-refresh disabled:

The queue will not reload automatically.
You can work from your current position without losing context.

After finishing your review or curation, just reactivate auto-refresh so the queue resumes automatic updating.

Demonstration Video

See the full functionality of auto-refresh and practical examples in the video below: