Purpose and Features
In chats initiated through chat channels, you can inform the end users waiting to connect to an available agent in the queue about their queue order at certain periods.
Benefits
End users waiting in the queue to connect to the customer agent will be able to receive notifications from the company about the queue order within a specified period. This way, instead of ending the conversation they started, they will be able to continue waiting to connect to an available agent.
Instructions
Queue Settings:
In the System Administrator > Queues module, press the edit button to make the necessary adjustments to the queue, where you will activate the waiting announcement.
Then go to the "Chat" tab located in the queue.
The following parameters have been added to this tab to activate the queue waiting announcement and to make all the necessary settings.
Activate The Waiting in The Queue Announcement: The waiting announcement is activated in this area.
Announcement Text: The field defines the announcement text to be sent to the end user. The $queue_order_count variable should be used when defining an announcement for the queue order number, the queue order number is also stored in this variable.
Sample Announcement Text:
Among those waiting, your turn is $queue_order_count (Example: 1). Thanks for waiting.
Tell The Queue Order Repeat Period(s): It is determined how many seconds the announcement text will be sent to the end user.
Upper Limit For Queue Order: It is the area where the maximum queue number is determined to be reflected as a waiting queue in the announcement text to be sent to the end user.
Maximum Announcement Limit: The announcement of the queue order will be sent as a message to the end user. Therefore, we limit the number of messages to be sent. A maximum of 30 queue order announcements can be sent to the end user. The requested entry to this field can be provided for sending a lower message.
The Text of the Announcement Sent to the End User:
We wish your operation benefits from this new release and look forward to hearing your feedback!