Activating queues on Genesys Cloud

Learn how to activate queues for your 9-8-8 shift in Genesys Cloud

May 5, 2026 By 9-8-8 Education

What is a queue?

A queue is where callers/texters virtually wait to interact with a responder. 9-8-8 responders are assigned queues from which they take interactions based on their location, centre and interaction type (call/text). In Genesys Cloud, responders will see only the queues for which they are approved to take interactions.

Activate a queue

Click on your Profile icon

Step #2: Click on Activate Queues — Click on **Activate Queues**

Step #3: Select the queue you would like to activate if it is not in the “Active” chart — Select the queue you would like to activate if it is not in the “Active” chart

Step #4: Click on Reload on the dark pop-up screen — Click on **Reload** on the dark pop-up screen