Recipe: Send messages to your customers waiting in the queue

About the Chat trigger:

This Chat trigger recipe allows you to send proactive messages to customers that have requested a chat but are waiting in the queue. This can be used similar to the greeting a customer hears when they call in and are waiting in the queue for an agent to answer. Thank the customer for their patience, offer alternate contact options if they don't want to wait, or provide whatever other message you want to share while they wait in the chat queue.

Note: Your account comes with a default Chat trigger called Chat Rescuer that fulfills this same purpose. Instead of making your own trigger you can simply enable, or edit that trigger if you prefer.

How to create the trigger in Chat:

Use the following conditions to create this trigger in Chat:

1. Run trigger: When a visitor requests a chat
2. Check conditions: Check all of the following conditions
   1. Visitor requesting chat > Is true
   2. Visitor served > Is false
   3. Still on site > 60
3. Perform the following actions
   1. Send message to visitor > [agent name] > [message]

In-product example: