> ## 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.

# Routing and queues

> How conversations are distributed: your status, offers, capacity and transfers.

Routing decides **who handles what**. Its goal is simple: that each conversation reaches an available person quickly, without anyone having to fight over it or leaving it forgotten.

## Your status: On Queue / Off Queue

From the top bar you control whether you're receiving work:

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

## The offer

When there's a conversation for you, an **offer** comes in: it “rings” for a few seconds so you can **accept** or **reject** it.

* If you **accept**, the conversation is yours and goes to your inbox.
* If you **reject** it, it's offered to the next available agent.
* If you **don't respond in time**, the offer expires: it passes to another agent and you're set **Off Queue** (so we don't keep sending you work if you're away). Go On Queue again when you're ready.

<Note>
  You also go Off Queue automatically if your session stays **inactive** for a while. It's a safeguard so conversations aren't assigned to you when you're not there.
</Note>

## Capacity

Each agent has a **capacity**: how many conversations they can carry at once. The system won't offer you more than you can handle, to protect the quality of your service. Your administrator configures these limits.

## Transfers

Is a conversation for another person or team? You can **transfer** it:

<CardGroup cols={2}>
  <Card title="To another queue" icon="list-ol">
    When the topic belongs to another team (for example, from Sales to Support).
  </Card>

  <Card title="To a specific agent" icon="user">
    When you know who should continue.
  </Card>
</CardGroup>

## Picking up from the queue

If you prefer, instead of waiting for the offer you can manually **pick up** the next conversation waiting in your inbox. Useful when you're caught up and want to get ahead.

## Configuration (administrators)

Queues, distribution rules, capacity and business hours are configured in **Settings**. See [Settings](/en/cuenta/ajustes).