For our chat experiences, we need to be able to set better expectations in Messaging around agent availability and potential waiting times/spot in the chat queue. This would help customers understand if they want to wait and chat live, or take it async.
We use a ton of offshore resources so we don't have consistent ticket ownership, so this is a critical feature for us.
我的机器人Messaging进线，要怎么有个驻列等待的资讯给用户看，让用户知道他在等待多少的顺位呢，用户完全不清楚在等的是机器人是真人，体验感差 --->這將幫助客戶了解他們是想等待並實時聊天，還是異步聊天。这对我们很重要，请落实实装此功能，谢谢Zendesk
I too would find it valuable to provide the customers in queue with current wait times and place in line. In turn give them the option to submit a form/ticket if they prefer not to wait to chat live.
Hi Zendesk Team!
Any updates on this feature ( display the queue position and confirmation that a transfer is in progress via the chat widget/messaging)? In 2024, a chat feature should not be lacking such a crucial element.
Thank you!
Hi all, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
This feature request has been accepted and is on our roadmap in 2024. Per our Community Guidelines that we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
Thank you again for your feedback and for being a valuable customer with Zendesk.
Hi @tracy15 ,
1H almost going to finish, since you have mentioned this feature request has been accepted and is on our roadmap in 2024, please advise us when it will be GA or EAP. Thank you
Hey friends who might be following this post,
The messaging Wait time feature is now in EAP. You can check it out here: https://support.zendesk.com/hc/en-us/community/posts/7498346846618-What-is-the-Estimated-wait-time-via-Messaging-Triggers-EAP
Happy messaging! :)
It's over halfway through 2025. Is there an expectation of an update to this feature? We have the wait times but we really need to have the same option as in chat for notifying customers of queue spot.
Hi @leia, thanks for reaching out. Wait Time & Queue Position for Messaging Web Widget & SDKs was released earlier this year. Please see announcement post and Help Center article linked below.
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A dynamic queue is not available for messaging at the moment. Please keep a lookout for any updates in the future on this page.
Thank you for your feedback, and I wish you a nice day!