Announcing Estimated Wait Time with Messaging Triggers EAP

We have another exciting EAP for you coming from our Messaging Team! 

Managing expectations on wait time i.e. the amount of time it will take to connect customers to the agent is critical for a good customer experience. 

As part of this EAP, an admin can setup Messaging Triggers to share estimated wait time with customers, once the messaging ticket is added to the queue. The wait time is estimated based on the messaging tickets position in the queue. They can also setup triggers to send a message once the messaging ticket is assigned to an agent. 

Eligibility

This EAP is available only to accounts with 

• messaging enabled
• and using the improved messaging backend

The channels supported are web and mobile messaging channels. 

To learn more and sign up please refer to this topic here. We look forward to receiving your feedback!