Ray_Mora | 2019-10-22 14:10:32 UTC | #1
I'm having issues getting a message to display on Chat when an agent is unavailable during business hours. In the event of high volume, currently, the message just shows "Waiting for Agent". I would like to display a message when agents are not available.
Still learning whats available in Chat Flow.
MelissaBailey | 2019-10-22 14:36:11 UTC | #2
Use the Send Response action to show a message to the customer. I'm not sure how you want to determine if there is high volume but it will probably involve using a Call Data action. https://help.mypurecloud.com/articles/send-response-action/ https://help.mypurecloud.com/articles/about-purecloud-data-actions-integration/
Ray_Mora | 2019-10-23 20:10:41 UTC | #3
Thanks so much for this! Was able to figure this out!
BartOShea | 2019-10-30 09:53:36 UTC | #4
Thanks for that Melissa. Do you know, is there currently or is there any plan to have a variable like Call.EstimatedWaitTime available for chat? Chat.EstimatedWaitTime would be great and give us a lot more options for user experience.
Thanks
MelissaBailey | 2019-10-30 14:09:04 UTC | #5
There's an idea for it: https://purecloud.ideas.aha.io/ideas/CLSELF-I-142 but it's not being worked on right now
system | 2019-11-30 14:09:05 UTC | #6
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