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

# Receiving and accepting conversations

> How to make yourself available, receive offers and accept the conversation in practice.

This is an agent's daily routine: make yourself available, receive the work and accept it. Here it is step by step.

## 1. Go On Queue

In the top bar, switch your status to **On Queue**. From then on the system starts offering you conversations.

* **On Queue**: available; you receive offers.
* **Off Queue**: you don't receive new ones (you can still work the ones you already have). Use it during breaks or meetings.

<Tip>
  If you also use **presence statuses** (On break, Meeting, Lunch…), setting one that doesn't handle conversations takes you off the queue automatically. See [Presence statuses](/en/ajustes/presencia).
</Tip>

## 2. Receive the offer

When there's a conversation for you, an **offer** comes in: it “rings” for a few seconds with the contact's details.

<Steps>
  <Step title="Accept">
    The conversation becomes yours and opens in your inbox. You can now respond.
  </Step>

  <Step title="Reject">
    If it's not for you, you reject it and it's offered to the next agent. Rejecting does **not** take you off the queue.
  </Step>

  <Step title="Don't respond">
    If you let the offer expire, it passes to another agent and you go **Off Queue** (so we don't keep sending you work if you're away). Go On Queue again when you're ready.
  </Step>
</Steps>

## 3. Work within your capacity

The system won't offer you more conversations than you can handle at once (your **capacity**, which your administrator sets). This way you protect the quality of your service.

## Prefer not to wait for the offer?

When you're caught up, you can manually **pick up** the next conversation waiting in your inbox, instead of waiting for it to ring. Useful to get ahead on work.

## In summary

<CardGroup cols={3}>
  <Card title="Go On Queue" icon="toggle-on" />

  <Card title="Accept the offer" icon="circle-check" />

  <Card title="Respond and close" icon="reply" href="/en/guias/herramientas-del-chat" />
</CardGroup>

<Note>
  Why do I sometimes end up Off Queue without meaning to? Almost always because you **let an offer expire** or from prolonged **inactivity**. See [Routing and queues](/en/guias/enrutamiento).
</Note>