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Service | Customer Service, Contact Center, Fie...
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Automated Actions After Long Wait Times in Conversation Queue

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Posted on by 79
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!

 
  • Suggested answer
    Muhammad Affan Profile Picture
    4,629 Moderator on at
  • Verified answer
    Engy Louis Profile Picture
    79 on at
    This feature is now officially supported by Microsoft :)

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