[Extension] How to notify customers of their wait time and queue position with the ‘Desk wait time and queue position message’ extension

1. Introduction

2. Features

3. Installation and configuration

4. Usage examples

5. Support

Brief description: Send automatic messages with the queue position and estimated wait time to contacts waiting for human assistance in Blip Desk, keeping them informed during the wait.

Introduction

The Desk wait time and queue position message extension sends automatic messages to contacts waiting for human assistance in Blip Desk. It informs the contact of their position in the queue and the average wait time, and can send another response when the contact sends a new message before being assisted.

For example, when a contact is transferred to human assistance and there are other people ahead of them, the bot immediately responds with something like "Your position in the queue is 5 and the average wait time is 8 minutes. Please wait." If the contact writes again while waiting, they receive the updated position instead of receiving no response.

Features

• Automatically sends a message with the contact's position in the queue and estimated wait time as soon as they enter the Blip Desk human assistance queue.

• Variables for creating the message: {{pos}} for the queue position, {{time}} for the average wait time in minutes, {{fancytime}} for the time in a readable format (such as "3 days"), and {{desk_ticketcontext@sequentialId}} for the ticket ID, used as a protocol number.

• Optional automatic response when the contact sends a new message while still waiting in the queue, informing them of the updated position.

• Calculates the position by Blip Desk queue (team), considering only tickets that are waiting.

• Sends the wait message only once per ticket, preventing the contact from receiving the same message with every event.

Supported on the following channels: all channels available on the Blip platform.

Installation and configuration

Install the extension in the service bot, the one whose flow transfers the contact to human assistance in Blip Desk.

1. Go to Desk wait time and queue position message in Blip Store and click Subscribe to extension. Add the extension to the service bot's workspace.

2. Open the service bot in the Blip Portal. In the upper-right corner of the screen, click the three-dot menu.

3. Select the Desk wait time and queue position message extension. The configuration screen opens with the message field.

4. In the Queue wait message field, write the text that the contact receives when entering the queue. Use the variables {{pos}}, {{time}}, {{fancytime}}, and {{desk_ticketcontext@sequentialId}} as needed.

5. To respond when the contact writes during the wait, select Respond if the user sends a message while waiting in the queue and fill in the Response message to the user field that appears.

6. Click Save. The extension adds the actions to the bot flow and confirms the installation.

7. Open the flow in the Builder and publish the flow. Publishing is required for the messages to start being sent during assistance.

8. Test it: start a conversation, proceed until the transfer to human assistance, and check whether the message with the position and wait time is sent. Send a new message while waiting to also validate the automatic response.

Usage examples

Queue wait message:

Your position in the queue is {{pos}} and the average wait time is {{time}} minutes. Please wait. Thank you!

Response when the contact writes during the wait:

We received your message. You are still number {{pos}} in the queue.

Message with a protocol number, using the ticket ID:

Your request was registered under protocol number {{desk_ticketcontext@sequentialId}}. You are number {{pos}} in the queue, and the average wait time is {{time}} minutes.

Note: Including the ticket ID as a protocol number provides traceability for the assistance and can support compliance with Brazilian legal guidelines, which provide for tracking requests by registration number or electronic procedure. Use {{desk_ticketcontext@sequentialId}} to add this number to messages.

Support

If you have questions or encounter any issues with the extension, contact us at support@wiv.com.br.

Need more help? Explore our content on Blip Academy or Blip Community, watch tutorials on our YouTube channel or get answers to your questions through our support channel 😃