The Estimated Wait Time feature allows your site visitors to know just how long it will take before they are connected with a live service agent. Letting your site visitors know how long they have before being connected to an agent will help to provide a world class support experience and keep your site visitors happy.

Plan Availability: The Estimated Wait Time feature is available on FY22 Premium, Advanced and Enterprise Drift plans.

In this article, we'll cover: 

• Enabling Estimated Wait Time
• Seeing Estimated Wait Time in action
• Q&A

How To Enable Estimated Wait Time

You have two different options for enabling the wait timer. It can be enabled for a specific team or enabled across all of your playbooks.

Enabling Estimated Wait Time for a team

1. Navigate to settings > org settings > teams
2. Select your desired team and navigate to the "routing fallback" section
3. Scroll down to the "Unresponsive fallback" section
4. Select "Send an away message" and select how much time you want to pass before the away message sends
5. Set up your away message and make sure it includes "[wait_time]" like in the example below

Note: Estimated Wait Time is only displayed in minutes so when setting up your away message make sure you format it to include that. For example: "Thanks for waiting, the estimated time is [wait_time] minutes". 

 

Enabling Estimated Wait Time Across All Playbooks

1. Navigate to settings > app settings > bot > special circumstances fallback routing
2. Select "Direct routes"
3. Select "Send an away message" and select how much time you want to pass before the away message sends
4. Set up your away message and make sure it includes "[wait_time]" like in the example above
5. Click "Save"

 

Seeing Estimated Wait Time In Action

When Estimated Wait Time is enabled, a message will appear in chat after routing occurs letting the site visitor know approximately how long the wait is before they get routed to a live service agent. 

Q&A

Q: How is the estimated wait time calculated?
A: We calculate the estimated wait time by aggregating your business's unique historical wait time data as well as recent wait time data.