Loading
Salesforce now sends email only from verified domains. Read More
Help Agent Performance DegradationRead More
Agentforce Contact Center
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Show Customers Their Queue Position in the Messaging Window

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Contact Center

            Show Customers Their Queue Position in the Messaging Window

            Keep customers informed by showing them their real-time position in the queue while they wait to connect with a service rep. Build customer trust by setting expectations and reduce abandoned sessions.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
            X icon This article doesn’t apply to: Standard and enhanced WhatsApp, standard and enhanced Facebook Messenger, standard and enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, and Bring Your Own Channel

            Queue Position can appear in several scenarios when the chat session has been routed to a queue but isn’t yet accepted by a service rep.

            Possible scenarios that trigger Queue Position include:

            • A customer initiates a messaging session that’s routed directly to a queue or via a flow that routes to a queue, skill, or service rep.
            • A service rep, bot, or agent transfers the session to another queue.

            Queue Position isn't shown when:

            • A conversation is in progress.
            • Additional service reps join the conversation.
            • The chat ends or the session becomes inactive.

            To show the Queue Position, these conditions must be met:

            • Activate Queue Position in Messaging Settings.
            • Set the deployment's Routing Type field in Messaging Settings to Omni-Queue or Omni-Flow with a selected flow that routes to a queue.
            Note
            Note

            Queue Position works only when Enhanced Omni-Channel Routing is enabled in your org. To enable it, from Setup, in the Quick Find box, enter Omni-Channel Settings, and then turn on Enhanced Omni-Channel Routing.

            To set up Queue Position:

            1. From Setup, in the Quick Find box, enter Messaging Settings, and then select Messaging Settings.
            2. To select the deployment you want to work with, click the arrow next to the deployment name, and then select Edit.
            3. On the Enhanced Chat settings page, in the Queue Wait Time and Position section, select Queue Position.
            4. Also, you can customize the queue position message shown to customers.
              In Enhanced Chat v2 deployments, the transferring message and queue position message alternate every 20 seconds.
              1. From Setup, in the Quick Find box, enter Embedded Service, and then select Embedded Service Deployments.
              2. Click the arrow next to the deployment name and then select View.
              3. On the Embedded Service Deployments Settings page, click Set Custom Labels.
              4. Select your primary deployment language, then select Chat in Progress for Chat Group, All for Label Group, and System Messages for Label Type.
              5. Enter your message for Custom Label and then click Finish.
            5. Save your changes.
            6. In Embedded Service Deployment Settings, click Publish to apply the changes.
             
            Loading
            Salesforce Help | Article