NicolasDaSilva | 2021-07-13 12:51:05 UTC | #1
Hi.
I don't know if it is possible, but I'm searching for a way to add the estimated wait time on chat and update it time in time when the client is waiting.
Jerome.Saint-Marc | 2021-07-13 10:08:23 UTC | #2
Hello,
If your question is about the ability to periodically send a message to the customer with the EWT, while the WebChat is in the ACD Queue, it is unfortunately not possible. There is no In-Queue Architect flow for WebChat.
Note that it should be possible in the future with the new Web Messaging.
There is a Genesys Cloud idea, which appears to have been accepted, to support In-Queue flows for email and message media types. Once this is implemented, in your in-queue flow, you should be able to request an updated value of the position in queue, and propagate it to the customer via another Send Response block.
Regards,
system | 2021-08-13 10:08:26 UTC | #3
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