Desk Extension queue waiting message

Index:

1. Introduction
2. How does it work?
3. Installation and Configuration
4. Usage Examples
5. Support

Introduction

The Desk Extension queue waiting message allows you to send messages to users who are in the service queue. You can configure the messages, enabling you to inform both the user's position in the queue and the average wait time.

Additionally, you can also configure an auto-response message for users who send messages while waiting in the queue.

Reduce your customers' impatience right now by letting the more anxious ones know how long they’ll have to wait!

This extension is paid and developed by White Wall.

 How does it work?

The Blip Desk Queue Waiting Message extension provides the following functionality:

• Sending real-time personalized messages to customers in the waiting queue;
• Information about the position in the queue and the estimated wait time.

 Installation and Configuration

Go to the Blip Store and search for the extension. Click on 'Subscribe to extension' to add it to your workspace.

In the bot, go to the top-right corner of the screen, click on the three dots, and select the extension 'Desk Queue Waiting Message and Position'.

Upon accessing the extension's configuration, you will find an entry to customize the message that will be displayed to your customer while they wait for service. Additionally, the message can be customized with variables that make the text more dynamic and informative, such as: {{pos}}: Displays the customer's position in the waiting queue; {{time}}: Displays the average waiting time.

Attention! Learn more about Builder variables here.

Usage Examples

This extension is perfect for managing customer expectations while they wait for service. Since the virtual service process does not always happen immediately, the waiting time can create anxiety and dissatisfaction.

With the extension, you keep the customer informed, preventing them from thinking that the service has been interrupted or will not be completed, providing a more transparent and satisfying experience.
Publishing the flow in Blip’s Builder

Type the message you want to send to the user. During the process, remember that you can use Builder variables to personalize the content.

You can also configure an automatic message to respond to the customer if they send a message while waiting in the queue.

In this response, you can use the {{pos}} variable to display the position in the queue and the {{time}} variable to inform the average waiting time.

After completing the customization, click 'Save'.

Finally, publish the flow and test it to ensure everything is working correctly.

Your extension is ready! Now, by sending personalized messages, you will be able to inform the customer about their position in the queue, the waiting time, and other relevant details for the service.

Include the ticket ID (protocol number).

In addition to the queue information, you can add the ticket ID to the service. This helps comply with Brazilian legislation, which requires the provision of a protocol to the consumer.

Did you know?! According to Decree No. 11,034, from April 5, 2022, Art. 12, it is the consumer's right to track their requests through various service channels using a numerical record or other electronic procedure.

With this extension, you ensure service that aligns with Brazilian legal guidelines, providing the protocol quickly, clearly, and efficiently.

Support

If you have any questions or encounter any issues with the extension, contact us at support@whitewall.dev.

Also, check out our YouTube channel and discover our other extensions!

For more information, visit the discussion on this topic in our community or the videos on our channel. 😃