Queue Members are the Users (or Roles / Groups) authorized to take work from a Queue. Without members, a Queue is a black hole — records sit there with no one to claim them. Queue Member records are stored as Group Member records under the hood, since Queues are a specialized Group type.
- Open Setup → Queues → click into a Queue
Setup gear → Quick Find: Queues → click the Queue name.
- Scroll to Queue Members → click Add Member
Or Edit if there are existing members.
- Pick Member Type
User / Role / Roles and Subordinates / Public Group / Customer Portal User / Partner User / etc.
- Multi-select members from the picker
Add as many as needed.
- Click Save
Members are added. They can now access records in the Queue and claim ownership.
- For bulk: use Data Loader on GroupMember object
Each Queue is a Group with Type = Queue. Use the Group's Id when bulk-adding members via the API.
Mandatory fields
Queue (parent Group)required
Required.
Member (User / Role / Group)required
Required.
Gotchas
- A Queue with no members is invisible to everyone except admins. Records assigned there sit indefinitely. Always add at least one member before activating routing rules that target the Queue.
- Adding a Role doesn't automatically include its subordinates — pick "Roles and Subordinates" instead of "Roles" if you want hierarchy-based membership.
- Removing a Queue Member revokes their access immediately. Records they had open / in-flight don't transfer ownership — they just disappear from that user's view.