Managing expectations on wait time i.e. the amount of time it will take to connect customers to the agent is critical for a good customer experience.
As part of this EAP, an admin can setup Messaging Triggers to share estimated wait time with customers, once the messaging ticket is added to the queue. The wait time is estimated based on the messaging tickets position in the queue. They can also setup triggers to send a message once the messaging ticket is assigned to an agent.
Eligibility
This EAP is available only to accounts with
- messaging enabled
- and using the improved messaging backend
The channels supported are web and mobile messaging channels.
How can you setup ?
Triggers to communicate wait time when ticket is added to the queue
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Messaging triggers
- Click Create trigger.
- Enter a name and brief description for your trigger.
- Click Activate this trigger.
- Customize the trigger as follows:
- Run trigger: When a conversation is added to the queue
-
Conditions: Match ALL of the following conditions
- Initial routing | is | True
- Group status | <group name> | Online
-
Actions
- Send message to customer | Responder | [message text, such as "Your estimated wait time is @wait_time_min-@wait_time_max mins"]
- Click Create.
Triggers to communicate when ticket is assigned to an agent
- In Admin Center, click Objects and rules in the sidebar, then select Business rules > Messaging triggers
- Click Create trigger.
- Enter a name and brief description for your trigger.
- Click Activate this trigger.
- Customize the trigger as follows:
- Run trigger: When a conversation is assigned from a queue
-
Conditions: Match ALL of the following conditions
- Group status | <group name> | Online
-
Actions
- Send message to customer | Responder | [message text, such as "An agent will be with you shortly"]
- Click Create.
Brief description of the new events, conditions and placeholders added
Event - when conversation is added to the queue
This event captures the point at which the messaging ticket is added to the queue. The messaging ticket may have been added to the queue on bot handover or when the messaging ticket is transferred from one group to another.
Event - when conversation is assigned from a queue
This event captures the point at which the messaging ticket is assigned to an agent. It only consider cases when the messaging ticket has been picked from the queue via Accept. The event does not get triggered on agent to agent assignment or self-assignment of the ticket from the Views.
Condition - initial routing
This condition will help differentiate between adding messaging tickets to the queue for the first time ie when ticket status category is New v/s when messaging tickets are transferred from one group to another.
The initial_routing will be true , if the messaging ticket is added to the queue for the first time, and false in case of transfer/escalation.
Placeholders - @wait_time_min and @wait_time_max
These placeholders will return the minimum and the maximum estimated time. The value will always be in minutes. The message text should include mins - "Your estimated wait time is @wait_time_min-@wait_time_max mins".
Estimation requires data. The wait time will be available only for groups with at least 1 ticket routed in last 7 days.
Best practices
- It is recommended to start off with a single group and then expand it other groups.
Limitations
- Please note that the wait time is an estimation. This is why communicating an interval is important.
- The estimation is based on a combination of queue position and historical data. The estimated wait time may not be accurate during ticket surge situation.
- Estimation requires data. The wait time will be available only for groups with at least 1 ticket routed in last 7 days.
