diff --git a/backend/src/controllers/QueueController.ts b/backend/src/controllers/QueueController.ts
index 412840f..de489c7 100644
--- a/backend/src/controllers/QueueController.ts
+++ b/backend/src/controllers/QueueController.ts
@@ -11,9 +11,9 @@ export const index = async (req: Request, res: Response): Promise<Response> => {
 };
 
 export const store = async (req: Request, res: Response): Promise<Response> => {
-  const { name, color } = req.body;
+  const { name, color, greetingMessage } = req.body;
 
-  const queue = await Queue.create({ name, color });
+  const queue = await Queue.create({ name, color, greetingMessage });
 
   return res.status(200).json(queue);
 };
diff --git a/backend/src/controllers/WhatsAppController.ts b/backend/src/controllers/WhatsAppController.ts
index 2ccad1f..5759109 100644
--- a/backend/src/controllers/WhatsAppController.ts
+++ b/backend/src/controllers/WhatsAppController.ts
@@ -9,9 +9,14 @@ import ListWhatsAppsService from "../services/WhatsappService/ListWhatsAppsServi
 import ShowWhatsAppService from "../services/WhatsappService/ShowWhatsAppService";
 import UpdateWhatsAppService from "../services/WhatsappService/UpdateWhatsAppService";
 
+interface QueueData {
+  id: number;
+  optionNumber: number;
+}
 interface WhatsappData {
   name: string;
-  queueIds: number[];
+  queuesData: QueueData[];
+  greetingMessage?: string;
   status?: string;
   isDefault?: boolean;
 }
@@ -23,13 +28,20 @@ export const index = async (req: Request, res: Response): Promise<Response> => {
 };
 
 export const store = async (req: Request, res: Response): Promise<Response> => {
-  const { name, status, isDefault, queueIds }: WhatsappData = req.body;
+  const {
+    name,
+    status,
+    isDefault,
+    greetingMessage,
+    queuesData
+  }: WhatsappData = req.body;
 
   const { whatsapp, oldDefaultWhatsapp } = await CreateWhatsAppService({
     name,
     status,
     isDefault,
-    queueIds
+    greetingMessage,
+    queuesData
   });
 
   // StartWhatsAppSession(whatsapp);
diff --git a/backend/src/database/migrations/20210108164404-create-queues.ts b/backend/src/database/migrations/20210108164404-create-queues.ts
index 41681d5..4a404d6 100644
--- a/backend/src/database/migrations/20210108164404-create-queues.ts
+++ b/backend/src/database/migrations/20210108164404-create-queues.ts
@@ -19,6 +19,9 @@ module.exports = {
         allowNull: false,
         unique: true
       },
+      greetingMessage: {
+        type: DataTypes.TEXT
+      },
       createdAt: {
         type: DataTypes.DATE,
         allowNull: false
diff --git a/backend/src/database/migrations/20210108174594-associate-whatsapp-queue.ts b/backend/src/database/migrations/20210108174594-associate-whatsapp-queue.ts
index 0e08f71..0ea50f0 100644
--- a/backend/src/database/migrations/20210108174594-associate-whatsapp-queue.ts
+++ b/backend/src/database/migrations/20210108174594-associate-whatsapp-queue.ts
@@ -3,6 +3,9 @@ import { QueryInterface, DataTypes } from "sequelize";
 module.exports = {
   up: (queryInterface: QueryInterface) => {
     return queryInterface.createTable("WhatsappQueues", {
+      optionNumber: {
+        type: DataTypes.INTEGER
+      },
       whatsappId: {
         type: DataTypes.INTEGER,
         primaryKey: true
diff --git a/backend/src/database/migrations/20210109192513-add-greetingMessage-to-whatsapp.ts b/backend/src/database/migrations/20210109192513-add-greetingMessage-to-whatsapp.ts
new file mode 100644
index 0000000..6d3c3be
--- /dev/null
+++ b/backend/src/database/migrations/20210109192513-add-greetingMessage-to-whatsapp.ts
@@ -0,0 +1,13 @@
+import { QueryInterface, DataTypes } from "sequelize";
+
+module.exports = {
+  up: (queryInterface: QueryInterface) => {
+    return queryInterface.addColumn("Whatsapps", "greetingMessage", {
+      type: DataTypes.TEXT
+    });
+  },
+
+  down: (queryInterface: QueryInterface) => {
+    return queryInterface.removeColumn("Whatsapps", "greetingMessage");
+  }
+};
diff --git a/backend/src/models/Queue.ts b/backend/src/models/Queue.ts
index 65d3548..334abb2 100644
--- a/backend/src/models/Queue.ts
+++ b/backend/src/models/Queue.ts
@@ -8,7 +8,8 @@ import {
   AutoIncrement,
   AllowNull,
   Unique,
-  BelongsToMany
+  BelongsToMany,
+  HasMany
 } from "sequelize-typescript";
 import User from "./User";
 import UserQueue from "./UserQueue";
@@ -33,6 +34,9 @@ class Queue extends Model<Queue> {
   @Column
   color: string;
 
+  @Column
+  greetingMessage: string;
+
   @CreatedAt
   createdAt: Date;
 
diff --git a/backend/src/models/Whatsapp.ts b/backend/src/models/Whatsapp.ts
index ba6febb..3c76a0c 100644
--- a/backend/src/models/Whatsapp.ts
+++ b/backend/src/models/Whatsapp.ts
@@ -47,6 +47,9 @@ class Whatsapp extends Model<Whatsapp> {
   @Column
   retries: number;
 
+  @Column(DataType.TEXT)
+  greetingMessage: string;
+
   @Default(false)
   @AllowNull
   @Column
@@ -63,6 +66,9 @@ class Whatsapp extends Model<Whatsapp> {
 
   @BelongsToMany(() => Queue, () => WhatsappQueue)
   queues: Array<Queue & { WhatsappQueue: WhatsappQueue }>;
+
+  @HasMany(() => WhatsappQueue)
+  whatsappQueues: WhatsappQueue[];
 }
 
 export default Whatsapp;
diff --git a/backend/src/models/WhatsappQueue.ts b/backend/src/models/WhatsappQueue.ts
index 17479cc..7886618 100644
--- a/backend/src/models/WhatsappQueue.ts
+++ b/backend/src/models/WhatsappQueue.ts
@@ -4,13 +4,17 @@ import {
   CreatedAt,
   UpdatedAt,
   Model,
-  ForeignKey
+  ForeignKey,
+  BelongsTo
 } from "sequelize-typescript";
 import Queue from "./Queue";
 import Whatsapp from "./Whatsapp";
 
 @Table
 class WhatsappQueue extends Model<WhatsappQueue> {
+  @Column
+  optionNumber: number;
+
   @ForeignKey(() => Whatsapp)
   @Column
   whatsappId: number;
@@ -24,6 +28,9 @@ class WhatsappQueue extends Model<WhatsappQueue> {
 
   @UpdatedAt
   updatedAt: Date;
+
+  @BelongsTo(() => Queue)
+  queue: Queue;
 }
 
 export default WhatsappQueue;
diff --git a/backend/src/services/QueueService/AssociateWhatsappQueue.ts b/backend/src/services/QueueService/AssociateWhatsappQueue.ts
new file mode 100644
index 0000000..45a5a84
--- /dev/null
+++ b/backend/src/services/QueueService/AssociateWhatsappQueue.ts
@@ -0,0 +1,32 @@
+import Whatsapp from "../../models/Whatsapp";
+import WhatsappQueue from "../../models/WhatsappQueue";
+
+interface QueueData {
+  id: number;
+  optionNumber: number;
+}
+
+const AssociateWhatsappQueue = async (
+  whatsapp: Whatsapp,
+  queuesData: QueueData[]
+): Promise<void> => {
+  const queueIds = queuesData.map(({ id }) => id);
+
+  await whatsapp.$set("queues", queueIds);
+
+  /* eslint-disable no-restricted-syntax */
+  /* eslint-disable no-await-in-loop */
+  for (const queueData of queuesData) {
+    await WhatsappQueue.update(
+      { optionNumber: queueData.optionNumber },
+      {
+        where: {
+          whatsappId: whatsapp.id,
+          queueId: queueData.id
+        }
+      }
+    );
+  }
+};
+
+export default AssociateWhatsappQueue;
diff --git a/backend/src/services/TicketServices/FindOrCreateTicketService.ts b/backend/src/services/TicketServices/FindOrCreateTicketService.ts
index 9d0ba89..bf4c2b0 100644
--- a/backend/src/services/TicketServices/FindOrCreateTicketService.ts
+++ b/backend/src/services/TicketServices/FindOrCreateTicketService.ts
@@ -16,23 +16,19 @@ const FindOrCreateTicketService = async (
         [Op.or]: ["open", "pending"]
       },
       contactId: groupContact ? groupContact.id : contact.id
-    },
-    include: ["contact"]
+    }
   });
 
   if (ticket) {
     await ticket.update({ unreadMessages });
-
-    return ticket;
   }
 
-  if (groupContact) {
+  if (!ticket && groupContact) {
     ticket = await Ticket.findOne({
       where: {
         contactId: groupContact.id
       },
-      order: [["updatedAt", "DESC"]],
-      include: ["contact"]
+      order: [["updatedAt", "DESC"]]
     });
 
     if (ticket) {
@@ -41,10 +37,10 @@ const FindOrCreateTicketService = async (
         userId: null,
         unreadMessages
       });
-
-      return ticket;
     }
-  } else {
+  }
+
+  if (!ticket && !groupContact) {
     ticket = await Ticket.findOne({
       where: {
         updatedAt: {
@@ -52,8 +48,7 @@ const FindOrCreateTicketService = async (
         },
         contactId: contact.id
       },
-      order: [["updatedAt", "DESC"]],
-      include: ["contact"]
+      order: [["updatedAt", "DESC"]]
     });
 
     if (ticket) {
@@ -62,20 +57,20 @@ const FindOrCreateTicketService = async (
         userId: null,
         unreadMessages
       });
-
-      return ticket;
     }
   }
 
-  const { id } = await Ticket.create({
-    contactId: groupContact ? groupContact.id : contact.id,
-    status: "pending",
-    isGroup: !!groupContact,
-    unreadMessages,
-    whatsappId
-  });
+  if (!ticket) {
+    ticket = await Ticket.create({
+      contactId: groupContact ? groupContact.id : contact.id,
+      status: "pending",
+      isGroup: !!groupContact,
+      unreadMessages,
+      whatsappId
+    });
+  }
 
-  ticket = await ShowTicketService(id);
+  ticket = await ShowTicketService(ticket.id);
 
   return ticket;
 };
diff --git a/backend/src/services/TicketServices/ShowTicketService.ts b/backend/src/services/TicketServices/ShowTicketService.ts
index dd0cc30..5efab0c 100644
--- a/backend/src/services/TicketServices/ShowTicketService.ts
+++ b/backend/src/services/TicketServices/ShowTicketService.ts
@@ -2,6 +2,7 @@ import Ticket from "../../models/Ticket";
 import AppError from "../../errors/AppError";
 import Contact from "../../models/Contact";
 import User from "../../models/User";
+import Queue from "../../models/Queue";
 
 const ShowTicketService = async (id: string | number): Promise<Ticket> => {
   const ticket = await Ticket.findByPk(id, {
@@ -16,6 +17,11 @@ const ShowTicketService = async (id: string | number): Promise<Ticket> => {
         model: User,
         as: "user",
         attributes: ["id", "name"]
+      },
+      {
+        model: Queue,
+        as: "queue",
+        attributes: ["id", "name", "color"]
       }
     ]
   });
diff --git a/backend/src/services/WbotServices/StartAllWhatsAppsSessions.ts b/backend/src/services/WbotServices/StartAllWhatsAppsSessions.ts
index a472f9f..9e5e935 100644
--- a/backend/src/services/WbotServices/StartAllWhatsAppsSessions.ts
+++ b/backend/src/services/WbotServices/StartAllWhatsAppsSessions.ts
@@ -1,8 +1,8 @@
-import Whatsapp from "../../models/Whatsapp";
+import ListWhatsAppsService from "../WhatsappService/ListWhatsAppsService";
 import { StartWhatsAppSession } from "./StartWhatsAppSession";
 
 export const StartAllWhatsAppsSessions = async (): Promise<void> => {
-  const whatsapps = await Whatsapp.findAll();
+  const whatsapps = await ListWhatsAppsService();
   if (whatsapps.length > 0) {
     whatsapps.forEach(whatsapp => {
       StartWhatsAppSession(whatsapp);
diff --git a/backend/src/services/WbotServices/wbotMessageListener.ts b/backend/src/services/WbotServices/wbotMessageListener.ts
index ac687e4..76f8904 100644
--- a/backend/src/services/WbotServices/wbotMessageListener.ts
+++ b/backend/src/services/WbotServices/wbotMessageListener.ts
@@ -19,6 +19,7 @@ import CreateMessageService from "../MessageServices/CreateMessageService";
 import { logger } from "../../utils/logger";
 import CreateOrUpdateContactService from "../ContactServices/CreateOrUpdateContactService";
 import FindOrCreateTicketService from "../TicketServices/FindOrCreateTicketService";
+import ShowWhatsAppService from "../WhatsappService/ShowWhatsAppService";
 
 interface Session extends Client {
   id?: number;
@@ -126,6 +127,54 @@ const verifyMessage = async (
   await CreateMessageService({ messageData });
 };
 
+const verifyQueue = async (
+  wbot: Session,
+  msg: WbotMessage,
+  ticket: Ticket,
+  contact: Contact
+) => {
+  const { whatsappQueues, greetingMessage } = await ShowWhatsAppService(
+    wbot.id!
+  );
+
+  if (whatsappQueues.length === 1) {
+    await ticket.$set("queue", whatsappQueues[0].queue);
+    // TODO sendTicketQueueUpdate to frontend
+
+    return;
+  }
+
+  const selectedOption = msg.body[0];
+
+  const validOption = whatsappQueues.find(
+    q => q.optionNumber === +selectedOption
+  );
+
+  if (validOption) {
+    await ticket.$set("queue", validOption.queue);
+
+    const body = `\u200e ${validOption.queue.greetingMessage}`;
+
+    const sentMessage = await wbot.sendMessage(`${contact.number}@c.us`, body);
+
+    await verifyMessage(sentMessage, ticket, contact);
+
+    // TODO sendTicketQueueUpdate to frontend
+  } else {
+    let options = "";
+
+    whatsappQueues.forEach(whatsQueue => {
+      options += `*${whatsQueue.optionNumber}* - ${whatsQueue.queue.name}\n`;
+    });
+
+    const body = `\u200e ${greetingMessage}\n\n${options}`;
+
+    const sentMessage = await wbot.sendMessage(`${contact.number}@c.us`, body);
+
+    await verifyMessage(sentMessage, ticket, contact);
+  }
+};
+
 const isValidMsg = (msg: WbotMessage): boolean => {
   if (msg.from === "status@broadcast") return false;
   if (
@@ -146,64 +195,64 @@ const handleMessage = async (
   msg: WbotMessage,
   wbot: Session
 ): Promise<void> => {
-  return new Promise<void>((resolve, reject) => {
-    (async () => {
-      if (!isValidMsg(msg)) {
-        return;
+  if (!isValidMsg(msg)) {
+    return;
+  }
+
+  try {
+    let msgContact: WbotContact;
+    let groupContact: Contact | undefined;
+
+    if (msg.fromMe) {
+      // messages sent automatically by wbot have a special character in front of it
+      // if so, this message was already been stored in database;
+      if (/\u200e/.test(msg.body[0])) return;
+
+      // media messages sent from me from cell phone, first comes with "hasMedia = false" and type = "image/ptt/etc"
+      // in this case, return and let this message be handled by "media_uploaded" event, when it will have "hasMedia = true"
+
+      if (!msg.hasMedia && msg.type !== "chat" && msg.type !== "vcard") return;
+
+      msgContact = await wbot.getContactById(msg.to);
+    } else {
+      msgContact = await msg.getContact();
+    }
+
+    const chat = await msg.getChat();
+
+    if (chat.isGroup) {
+      let msgGroupContact;
+
+      if (msg.fromMe) {
+        msgGroupContact = await wbot.getContactById(msg.to);
+      } else {
+        msgGroupContact = await wbot.getContactById(msg.from);
       }
 
-      try {
-        let msgContact: WbotContact;
-        let groupContact: Contact | undefined;
+      groupContact = await verifyContact(msgGroupContact);
+    }
 
-        if (msg.fromMe) {
-          // media messages sent from me from cell phone, first comes with "hasMedia = false" and type = "image/ptt/etc"
-          // in this case, return and let this message be handled by "media_uploaded" event, when it will have "hasMedia = true"
+    const contact = await verifyContact(msgContact);
+    const ticket = await FindOrCreateTicketService(
+      contact,
+      wbot.id!,
+      chat.unreadCount,
+      groupContact
+    );
 
-          if (!msg.hasMedia && msg.type !== "chat" && msg.type !== "vcard")
-            return;
+    if (msg.hasMedia) {
+      await verifyMediaMessage(msg, ticket, contact);
+    } else {
+      await verifyMessage(msg, ticket, contact);
+    }
 
-          msgContact = await wbot.getContactById(msg.to);
-        } else {
-          msgContact = await msg.getContact();
-        }
-
-        const chat = await msg.getChat();
-
-        if (chat.isGroup) {
-          let msgGroupContact;
-
-          if (msg.fromMe) {
-            msgGroupContact = await wbot.getContactById(msg.to);
-          } else {
-            msgGroupContact = await wbot.getContactById(msg.from);
-          }
-
-          groupContact = await verifyContact(msgGroupContact);
-        }
-
-        const contact = await verifyContact(msgContact);
-        const ticket = await FindOrCreateTicketService(
-          contact,
-          wbot.id!,
-          chat.unreadCount,
-          groupContact
-        );
-
-        if (msg.hasMedia) {
-          await verifyMediaMessage(msg, ticket, contact);
-          resolve();
-        } else {
-          await verifyMessage(msg, ticket, contact);
-          resolve();
-        }
-      } catch (err) {
-        Sentry.captureException(err);
-        logger.error(`Error handling whatsapp message: Err: ${err}`);
-        reject(err);
-      }
-    })();
-  });
+    if (!ticket.queue && !chat.isGroup && !msg.fromMe) {
+      await verifyQueue(wbot, msg, ticket, contact);
+    }
+  } catch (err) {
+    Sentry.captureException(err);
+    logger.error(`Error handling whatsapp message: Err: ${err}`);
+  }
 };
 
 const handleMsgAck = async (msg: WbotMessage, ack: MessageAck) => {
diff --git a/backend/src/services/WhatsappService/CreateWhatsAppService.ts b/backend/src/services/WhatsappService/CreateWhatsAppService.ts
index 1c2883b..f1375e5 100644
--- a/backend/src/services/WhatsappService/CreateWhatsAppService.ts
+++ b/backend/src/services/WhatsappService/CreateWhatsAppService.ts
@@ -2,10 +2,16 @@ import * as Yup from "yup";
 
 import AppError from "../../errors/AppError";
 import Whatsapp from "../../models/Whatsapp";
+import AssociateWhatsappQueue from "../QueueService/AssociateWhatsappQueue";
 
+interface QueueData {
+  id: number;
+  optionNumber: number;
+}
 interface Request {
   name: string;
-  queueIds: number[];
+  queuesData: QueueData[];
+  greetingMessage?: string;
   status?: string;
   isDefault?: boolean;
 }
@@ -18,7 +24,8 @@ interface Response {
 const CreateWhatsAppService = async ({
   name,
   status = "OPENING",
-  queueIds = [],
+  queuesData = [],
+  greetingMessage,
   isDefault = false
 }: Request): Promise<Response> => {
   const schema = Yup.object().shape({
@@ -68,12 +75,13 @@ const CreateWhatsAppService = async ({
     {
       name,
       status,
+      greetingMessage,
       isDefault
     },
     { include: ["queues"] }
   );
 
-  await whatsapp.$set("queues", queueIds);
+  await AssociateWhatsappQueue(whatsapp, queuesData);
 
   await whatsapp.reload();
 
diff --git a/backend/src/services/WhatsappService/ListWhatsAppsService.ts b/backend/src/services/WhatsappService/ListWhatsAppsService.ts
index 5a1817a..0ac127c 100644
--- a/backend/src/services/WhatsappService/ListWhatsAppsService.ts
+++ b/backend/src/services/WhatsappService/ListWhatsAppsService.ts
@@ -1,11 +1,24 @@
 import Queue from "../../models/Queue";
 import Whatsapp from "../../models/Whatsapp";
+import WhatsappQueue from "../../models/WhatsappQueue";
 
 const ListWhatsAppsService = async (): Promise<Whatsapp[]> => {
   const whatsapps = await Whatsapp.findAll({
     include: [
-      { model: Queue, as: "queues", attributes: ["id", "name", "color"] }
-    ]
+      {
+        model: WhatsappQueue,
+        as: "whatsappQueues",
+        attributes: ["optionNumber"],
+        include: [
+          {
+            model: Queue,
+            as: "queue",
+            attributes: ["id", "name", "color", "greetingMessage"]
+          }
+        ]
+      }
+    ],
+    order: [["whatsappQueues", "optionNumber", "ASC"]]
   });
 
   return whatsapps;
diff --git a/backend/src/services/WhatsappService/ShowWhatsAppService.ts b/backend/src/services/WhatsappService/ShowWhatsAppService.ts
index ea4a83b..5643032 100644
--- a/backend/src/services/WhatsappService/ShowWhatsAppService.ts
+++ b/backend/src/services/WhatsappService/ShowWhatsAppService.ts
@@ -1,12 +1,25 @@
 import Whatsapp from "../../models/Whatsapp";
 import AppError from "../../errors/AppError";
 import Queue from "../../models/Queue";
+import WhatsappQueue from "../../models/WhatsappQueue";
 
 const ShowWhatsAppService = async (id: string | number): Promise<Whatsapp> => {
   const whatsapp = await Whatsapp.findByPk(id, {
     include: [
-      { model: Queue, as: "queues", attributes: ["id", "name", "color"] }
-    ]
+      {
+        model: WhatsappQueue,
+        as: "whatsappQueues",
+        attributes: ["optionNumber"],
+        include: [
+          {
+            model: Queue,
+            as: "queue",
+            attributes: ["id", "name", "color", "greetingMessage"]
+          }
+        ]
+      }
+    ],
+    order: [["whatsappQueues", "optionNumber", "ASC"]]
   });
 
   if (!whatsapp) {
diff --git a/backend/src/services/WhatsappService/UpdateWhatsAppService.ts b/backend/src/services/WhatsappService/UpdateWhatsAppService.ts
index f24fbe1..417d8b2 100644
--- a/backend/src/services/WhatsappService/UpdateWhatsAppService.ts
+++ b/backend/src/services/WhatsappService/UpdateWhatsAppService.ts
@@ -4,13 +4,19 @@ import { Op } from "sequelize";
 import AppError from "../../errors/AppError";
 import Whatsapp from "../../models/Whatsapp";
 import ShowWhatsAppService from "./ShowWhatsAppService";
+import AssociateWhatsappQueue from "../QueueService/AssociateWhatsappQueue";
 
+interface QueueData {
+  id: number;
+  optionNumber: number;
+}
 interface WhatsappData {
   name?: string;
   status?: string;
   session?: string;
   isDefault?: boolean;
-  queueIds?: number[];
+  greetingMessage?: string;
+  queuesData?: QueueData[];
 }
 
 interface Request {
@@ -32,7 +38,14 @@ const UpdateWhatsAppService = async ({
     isDefault: Yup.boolean()
   });
 
-  const { name, status, isDefault, session, queueIds = [] } = whatsappData;
+  const {
+    name,
+    status,
+    isDefault,
+    session,
+    greetingMessage,
+    queuesData = []
+  } = whatsappData;
 
   try {
     await schema.validate({ name, status, isDefault });
@@ -57,10 +70,11 @@ const UpdateWhatsAppService = async ({
     name,
     status,
     session,
+    greetingMessage,
     isDefault
   });
 
-  await whatsapp.$set("queues", queueIds);
+  await AssociateWhatsappQueue(whatsapp, queuesData);
 
   await whatsapp.reload();