Queue Messaging Specs

Allows you to display a list of your queue messagingClosed Messages that display to customers waiting in a queue to chat with an agent. specifications. On web channels, Queue Messaging Specs are assigned through the Business Rule builder. On messaging channels, Queue Messaging Specs are assigned when creating a routing template.

Create or edit a Queue Messaging Spec

Select the queue messaging spec you want to modify and click Edit or click New to create a new one.

Queue Messaging Spec Name A unique name for your messaging specification.
Spec ID A unique identification number for your spec. This ID is assigned by the system.
Description Enter a description for your messaging spec.
Message to show when no agents are available Enter the exact text you want to display to your customers. This will typically be shown in Live Agent programs when outside of business hours; this message should tell customers the normal business hours.
Repeat Every ... seconds This message will repeat according to the interval you define here.

Queue Message Sets

Use this option to specify different messages depending on your customer's wait time in the queue. You can also include information about the customer's place in the queue or how long they will have to wait for an agent.

  1. Navigate to Admin > Engagement Experience > Queue Messaging Specs.

  2. Select a Queue Message Spec and click Edit, then click the New button under Queue Message Set.

  3. Enter a value into the Messages to display while Estimated Wait Time Less Than field.

  4. Select the Add New Message button.

Note: You must click Save before you can specify a Queue Message Set.

From here, you can specify a series of messages using the dynamic values shown in the gray Reference box. Here are a few examples:

  • We estimate your wait time at <<MINUTES>> minutes.

  • Your wait time is now <<SECONDS>> seconds.

  • Your position in our queue is now <<QUEUE-POSITION>>.

The message you type in here will display to the customers in your chat queue the number of times you specify, and will repeat at the intervals you set. Be sure to click Save when you are done.