Web Chat Agent Availability Indication or Place in Line

[DakotahVoet]

As it currently functions, the web chat window displays a "Connecting... Waiting for an Agent..." message until an agent becomes available to accept the chat interaction. In the event of high volume/low agent availability, a user could be waiting with no indication as to a place in queue or estimated wait time.

Ideally we would be able to indicate to the user that there are x amount of people ahead of them in chat or that they are next in queue.

Is this messaging customizable and does it support updating after certain periods of time? Is there any existing feature that I missed that addresses this or is this something on the development road map?

[tim.smith]

This isn't currently possible. You can request new features at https://purecloud.ideas.aha.io/ideas. For now, you could show the EWT somewhere in your web page outside of the chat iframe. There's an example project illustrating how to get the data out of PureCloud and to a public destination: https://github.com/MyPureCloud/public-stats-service

[DakotahVoet]

Thanks Tim, that will definitely save me some time.

[anon39326996]

We are working on chat flows that will allow you to send a custom message to the chat window. It will not yet allow updating the estimated wait time.