Recipe: Send messages to your customers waiting in the queue

This Chat trigger recipe can be used to send proactive messages to customers who have requested a chat but are waiting in the queue. This can be used similarly to the greeting a customer hears when they call in and are waiting in the queue for an agent to answer. For example, you can 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. You can enable or edit that trigger or make your own instead. 

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. Still on site > 60
   3. Visitor served > Is false
3. Perform the following actions
   1. Send message to visitor > [agent name] > [message]

In-product example: