---
title: "Manage Omnichannel Queue"
slug: "omnichannel-queue"
tags: ["Enterprise"]
updated: 2026-04-28T21:41:16Z
published: 2026-04-28T21:41:16Z
canonical: "docs.rocket.chat/omnichannel-queue"
excludeFromExternalSearch: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rocket.chat/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage Omnichannel Queue

![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/Enterprise.svg)

When you log in to your workspace as an agent and [set your status to Available](/v1/docs/omnichannel-agents-guides#omnichannel-agent-availability), to handle new conversations, the queue icon ![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/image(13).png) is displayed.

> [!NOTE]
> Queues follow the [routing algorithm](/v1/docs/queue-types-routing-algorithm) specified by the workspace administrator.

**As an administrator or omnichannel manager,**

Click the queue icon ![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/image(13).png) to see all the current Omnichannel chats in the queue.

> [!WARNING]
> As soon as you close them, they will disappear from the queue.

Sorting this data can be done by:

- **Served By**: The agent serving the conversation.
- **Status**: Status of the agents to filter by.
- **Department**: The department to show queued conversations.

**As an agent**, click the queue icon ![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/image(13).png) to view all the conversations you are currently handling.