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Regarding displaying the estimated wait time until being connected to an agent in Web Messaging

  • 1.  Regarding displaying the estimated wait time until being connected to an agent in Web Messaging

    Posted 21 hours ago

    When we include the built-in variable Message.EstimatedWaitTime in the in-queue message flow in Architect, "PT0S" is displayed in the customer's chat screen, which differs from the expected result (displaying the wait time until the customer is connected to an agent).

    Please let us know the following:

    Q. Is it possible to display on the customer's chat screen "The wait time is XX minutes." or "Wait time: XX minutes"?


    #WebMessaging

    ------------------------------
    Takayuki Suzuki
    NA
    ------------------------------


  • 2.  RE: Regarding displaying the estimated wait time until being connected to an agent in Web Messaging

    Posted 7 hours ago
    Edited by Luiz Rosa 7 hours ago

    Hi Takayuki Suzuki, 

    You can format the estimated wait time manually in Architect. A straightforward approach is to convert the value to minutes using integer division, for example:

    Integer division

    "You will be attended in approximately " +
    ToString(ToInt(Message.EstimatedWaitTime) / 60000) +
    " minutes."

    or Using substring:

    "You will be attended in approximately " +
    substring(ToString(ToInt(Message.EstimatedWaitTime)/60000),0,FindString(ToString(ToInt(Message.EstimatedWaitTime)/60000),".")) +
    " minutes."

    There are several ways to format and the best option depends on your rules.This avoids decimals and produces a clean, user-friendly message. 

    Hope this helps.



    ------------------------------
    Luiz Rosa
    Full stack developer
    ------------------------------

    Original Message


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