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Omnichannel Live Chat wait notifications

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Posted on by AW-08051523-0

Hi,

I want to send an automated message to the chat when a customer has been waiting x amount of minutes. Something like: "sorry for the delay, we are really busy at the moment, but an agent will be with you as soon as possible".

I have seen this functionality in most non Dynamics 365 customer service chats and thought it was something fairly easy to add, but I can't find anything in the Copilot Service admin center app.

Any ideas?

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Dynamics 365 Customer Service

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Daniyal Khaleel 1,016 Most Valuable Professional on at

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Option 1 – Use Workstream “Proactive System Messages”

Go to Customer Service admin center → Workstreams.

Open the workstream that powers your Chat channel.

In Work distribution settings, you’ll find Automated messages.

Here you can configure:

Welcome message (when chat starts)

Agent join/leave messages

Queue wait time notification ← this is what you need.
AW-08051523-0 31 on at

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@Daniyal Khaleel
These are the only settings that I can see in the work distribution settings:
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PerezAguiar Microsoft Employee on at

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Hey!

I think what you're looking for is described here

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-automated-message

You can either use one of the default automated messages or create your own. In any scenario, there's a nice trigger:

"Average wait time for customers: minutes". Which means that if the average wait time (not this specific customer, but in general) is above a limit (ie, 2 minutes), you can display a message.

Regards,