Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
Need to be able to send time-based messages in messaging after the “Transfer to agent” step in messaging.
What problem do you see this solving? (1-2 sentences)
Customers find it frustrating to wait in the queue with no response from an agent. We would like to be able to tell the customer on a regular interval, that they are still in the queue and can optionally close the ticket and create a ticket in the Help Center.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
Every day - sometimes our queue gets flooded. Using queue size (account only) is not an option, as we use different departments. Customers often abandon the messaging conversation and potentially pick up the phone or move on with their day. Re-engaging with customers that since left often leads to meaningless conversations and wasted time.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Exploring using the queue size feature, however, the lack of department/group flexibility is probably not enough to bring it to life.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Messaging triggers includes the ability to send a message if a visitor is not served with time intervals.
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!