Omnichannel queues are introduced in the Pega Customer Service application to handle conversations from synchronous and asynchronous channels, such as chat and Facebook Messenger, using a single queue. This feature helps the administrators to configure and maintain the incoming traffic from different channels in a single queue. A utility is introduced in Pega Customer Service for Financial Services for Chat 8.1 or earlier users to update their existing chat queues to the new Omnichannel queues. The utility migrates the legacy chat queues to the omnichannel queues by auto-populating the new properties of the omnichannel queues with the default values. An administrator can modify the default values after migrating the legacy chat queues to the omnichannel queues.