| Announced on | Rollout on |
| Jun 27, 2024 | Jun 27, 2024 |
We’re excited to announce a new change that enables you to share an estimated wait time with customers when they get added to a queue.
This article contains the following topics:
What is changing?
With this early access program, businesses can now set expectations on wait time with their customers. An admin can set up Messaging Triggers to share the estimated wait time with customers once the messaging ticket is added to the queue. The wait time is estimated based on the messaging ticket's position in the queue. They can also set up triggers to send a message once the messaging ticket is assigned to an agent.
Why is Zendesk making this change?
Currently, customers are unaware of how long it will take them to connect with an agent, resulting in frustration and abandoned conversations. Managing expectations on wait time is critical for a good customer experience.
What do I need to do?
This capability is available for accounts with messaging enabled and using the improved messaging backend. You can sign up for the early access program here. More information on the setup can be found here. Channels supported are web and mobile messaging. If you are not on the improved messaging backend, rest assured we are in the process of making the improved messaging backend available to more accounts.
If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.