Configure queueing in a Store Context task to forward customers to a group of agents depending on what the customer answers. For queueing, select one True/False or Options question and assign queues to the answer options you configured. For each option, you can assign one queue. You can assign a queue multiple times.

If you configure multiple queue configurations within one Store Context task, Automation checks configurations in descending order and uses the first valid configuration. To use other queue configurations, create separate Store Context tasks. The best practice is to add a Store Context task after each Input task containing a queue-related question.

Automation updates the queue in Orchestration each time when Automation triggers a valid queue configuration. Orchestration uses the last valid queue configuration in a Connect Agent task.