Chat Flow help for Agent unavailable

Genesys Cloud Applications Architect
1

I'm having issues getting a message to display on Chat when an agent is unavailable during business hours. In the event of high volume, currently, the message just shows "Waiting for Agent". I would like to display a message when agents are not available.

Still learning whats available in Chat Flow.

2

Use the Send Response action to show a message to the customer. I'm not sure how you want to determine if there is high volume but it will probably involve using a Call Data action.


3

Thanks so much for this! Was able to figure this out!

4

Thanks for that Melissa. Do you know, is there currently or is there any plan to have a variable like Call.EstimatedWaitTime available for chat? Chat.EstimatedWaitTime would be great and give us a lot more options for user experience.

Thanks

5

There's an idea for it: https://purecloud.ideas.aha.io/ideas/CLSELF-I-142
but it's not being worked on right now

1 Like
6

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.