Understand custom queues

Queue Management works similar to the Lead Lifecycle Management but can be used for any other use-case than a lead lifecycle. It’s typically used for telemarketing purposes to give telemarketing people a list of people who need to be contacted. It allows you to create a custom list of people in OneInsight and even filter all people on that list.

In order to add people to a custom queue list, you first have to either create two fields in Marketo or use already existing ones. In total, you need one field of type “String” and one additional field of type “Datetime” in Marketo. You can give these fields any descriptive name that you like.

After you’ve created the fields you might need to wait up to 60 minutes before these fields will show up in OneInsight. You can use this time to set up or adjust smart campaigns in Marketo to set both fields for relevant people.

After the Marketo fields are synced to OneInsight, you need to select the relevant Marketo fields (“Queue Field” and “Queue Date Time” Field) in OneInsight. As soon as this field is set for a person in Marketo and the value matches a value that is set up in OneInsight (see below), OneInsight will add these people to the custom queue list. People will be ordered by date based on the “Queue Date Time Field”.

To set up a new value, you first have to click on the “Add Value” button. This will show a dialog where you can set the name of the status which will be compared with the value that is set in Marketo.

For every queue value, you can optionally create actions that will change the value of the queue field and queue date time field in both Marketo and OneInsight. 

Optionally, you can also create a set of actions. For every action, you can set the name which will be shown to OneInsight users, the new status that will be set after triggering the action, and a list of reasons for that action.

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