Automated Actions After Long Wait Times in Conversation Queue

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Posted on by Engy Louis

Hello Community,

We have implemented the "Pick" workstream for our omnichannel chat channel

When a conversation remains in a queue for an extended period without being picked up, we need to perform an automatic action, such as sending a notification.

This functionality is similar to what is available in the voice channel, where a trigger can send a notification after a predefined waiting period. We are looking for a similar solution for chat channel.

Does anyone have suggestions or solutions for this ?

Thank you!

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Muhammad.Affan 4,624 Super User 2025 Season 2 on at

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Hi There,

Refer these links:

https://community.dynamics.com/blogs/post/?postid=1683122d-57df-4e61-a8e7-5d30a78e1482

https://www.youtube.com/watch?v=W3rGgXMH5P8

Thanks

Affan

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Engy Louis 79 on at

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This feature is now officially supported by Microsoft :)

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