Queue doesn't update and The busy system message should pop out

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4 Commentaires

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Thanks sooylesuper for the feedback. There is an existing thread on this request here: https://chat.zendesk.com/hc/en-us/community/posts/220750908-Chat-Waiting-Time-Queue-for-customers

    We have no plans to change this behaviour in the next quarter but we are planning to investigate a real time solution in the later half of the year.

    Thanks,

    Ramin

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  • sooylesuper

    Thanks for reply.  I've no interesting about adding a time estimation, but the busy system message should pop out with the queue numbers exactly after they typed in the chat windows at least! Because the visitors still can type in the chat window before the agents joined the chat,  some of the visitors complained why no agent responds, they thought the agent has already talked to him, so please make the busy system message shows up : "Please wait for an agent. There are 1 visitor(s) waiting to be served." after the visitor typed in the chat window every time!

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi sooylesuper,

    We will not be adding a blocking message or alert due to the queue size, not many customers request it. We are only committing time to make the existing message update in real time. You can use the Chat Rescuer trigger to inform the visitor that you will get back to them as soon as possible.

    If you really want a blocking message, you can look into building a custom widget using the Web SDK and use the Real Time APIs to get the queue health.

    Web SDK Docs: https://api.zopim.com/web-sdk/

    Real Time API Docs: https://developer.zendesk.com/rest_api/docs/chat/apis#chat-metrics

    -Ramin

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi sooylesuper,

    The widget queue improvements have gone live today: https://chat.zendesk.com/hc/en-us/articles/115013324988-Real-time-queue-updates-in-widget

    Let me know if you have any questions or feedback on the changes.

    Thanks,

    Ramin

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