Waiting Flows¶

While customers wait for an agent to assist with their query via voice or chat, you can customize their waiting experience to maintain engagement and improve customer satisfaction.

Key Features¶

You can configure the Waiting Experience within Contact Center AI using the following features:

Routing rules based on agent skills.
Message options for both voice and chat requests:
- Initial message when a request is assigned to a queue.
- Hold audio for calls,
- Deliver Periodic messages while contacts wait-both for calls and chats.
Message language configuration.
Callback if the wait time exceeds a specified limit.
Send a voicemail if the call wait duration exceeds a specified limit, the queue position is too long, or the estimated wait time exceeds a specified limit.

The Waiting Flows Live Board¶

You can find the Waiting Flows Live Board by navigating to Contact Center AI > Flows & Routing > Waiting Flows.

The Waiting Flows Live Board features¶

The Waiting Flows section displays the following fields:

Field	Description
Name	The name of the Waiting Experience entry.
Skill Rule	The skill rules configured for the entry. Conversations matching these skill rules go through the waiting experience configured in this entry.
Description	The description of the Waiting Experience entry.
Edit (Icon)	This icon lets you access the configuration window for a Waiting Experience entry, where you can update the available options.

Add Waiting Experience¶

Steps to add a new waiting experience:

Go to Flows & Routing > Waiting Flows.
Select + New Waiting Experience.
In the Add New Waiting Experience window, you can see three tabs:
1. Configuration, where you can set up the name, description, and routing rules;
2. Call Experience, where you can configure the Waiting Experience for customers who call;
3. Chat Experience, where you can customize the Waiting Experience for chats.

Configuration¶

The Configuration section lets you set up the basics of your Waiting Experience entry.

Name and Description¶

Provide a Name and a brief Description of the Waiting Experience.

Routing Rules¶

Define the configuration rules for the Skill Group and Skill waiting queue constraints.

Select the Skill Group, then the Skill that the Waiting Experience matches;
Select the row-wise +Add option to add a new row to the existing Routing Rule (OR) condition and the Delete icon to delete a row;
Configure the AND/OR conditional logic by hovering over a rule row and toggling between the tabs, as shown in the demo;
To configure the AND condition, select + Add;
To remove a rule, select the Delete (ⓧ) icon next to the row. To delete a rule section, select the Delete icon next to it.

The system first filters all Waiting Experiences that match the conversation skills. It then sorts them by the number of routing rules in descending order to select the most specific Waiting Experience. If multiple Waiting Experiences have the same number of rules, the system selects the one created earliest.

Example: For a conversation with Skill A and Skill B, if one Waiting Experience requires only Skill A and another requires both Skill A and Skill B, the system selects the latter because it has more routing rules and provides a more specific match.

Call Experience¶

Select the Call Experience tab to configure the waiting experience for customers contacting you using the voice channel.

On the Call Experience page, configure the settings as follows:

Initial Message¶

This message plays to customers waiting in the queue and is enabled by default. You can change the language, select the desired language, edit the message, and select Done.

Agent Transfers¶

This message plays to customers when they're transferred to an agent or a queue and is enabled by default. You can change the language, select the desired language, edit the message, and select Done.

Hold Audio¶

This audio plays to the customers on hold. Select the audio you wish to play from the Hold Audio dropdown list.

Periodic Messages¶

These messages play periodically to the customers waiting in the queue or put on hold. To configure them, follow these steps:

Set the number of seconds within which the periodic message plays;
Set the play order as either random or sequential;
Select the type of playback-either once or looped;
Edit the message and change the language by clicking one of the language options. Select ✔ to save or select x Close to discard your changes;
To add another message, select + Add Another;
To delete a message, select the Delete icon next to it.

Periodic messages also enable organizations to let their customers to view or listen to their Queue Position and Estimated Wait Time (EWT).

You can configure the following variables:

Queue Wait Time: {{queue.waitTime}} min-This shows based on the average waiting time in the queue. The calculation refreshes every 15 minutes.
Queue Position: {{queue.position}}

CallBack Option¶

If the wait time exceeds a set limit, you can offer or force a callback for waiting customers as follows:

Enable the option to activate it;
Set the digit key that customers press to be redirected to the callback service. Waiting customers can either be Offered or Forced to receive a callback based on the settings configured here;
Edit the chat deflection message in the textbox. Use the language tab to change languages. Select ✔ to save or select x to discard your changes.

Voicemail¶

You can offer or force a voicemail for waiting customers in the following scenarios:

Call waiting duration is greater than x minutes.
Queue position is greater than x.
Estimated wait time is greater than x minutes.

Steps to offer or force voicemail:

Enable the option to activate it;
Set the digit key that customers press to be redirected to the voicemail service. Customers waiting in the queue can either be offered or forced to receive a callback based on the settings configured here;
Edit the message in the textbox. Use the language tab to change languages. Select ✔ to save or select x to discard your changes.

Chat Experience¶

Select the Chat Experience tab to configure the waiting experience for customers contacting you through chat.

In the Chat Experience section, you can configure the following settings:

Initial Message¶

This message appears to the contact waiting in the queue. By default, the initial message is enabled.

To edit this text and language, type your custom message in the textbox and select a language. Select ✔ Done to save, or select x Close to discard your changes. The initial message feature is enabled by default.

Agent Transfers¶

This message appears when the customer transfers to an agent or a queue. By default, the agent transfers feature is enabled.

To edit this text and language, type your custom message in the textbox and select a language. Select ✔ Done to save or select x Close to discard your changes.

Periodic Messages¶

These messages are periodically displayed to customers waiting in the chat queue. Configure them as follows:

Set the number of seconds within which the periodic message appears;
Choose whether to display the messages randomly or sequentially;
Select whether the message appears once or looped;
Edit the message and change the language by clicking one of the language options. Select ✔ Done to save or select x Close to discard your changes;
To add another message, select + Add Another;
To delete a message, select the Delete icon next to it.

Save¶

Select Save at the bottom of the Edit Waiting Experience window to save your configuration. You can save all your settings by selecting any tab.

Edit Waiting Flows¶

Steps to edit Waiting Flow configurations:

In the Waiting Flows section, select the Edit icon for the waiting experience entry you want to edit.
In the Edit Waiting Experience window, modify the configurations as required, and select Save.
A success confirmation message appears.

Delete Waiting Experience¶

Steps to delete a Waiting Experience entry:

In the Waiting Flows section, edit the entry you want to delete;
Select the Delete icon;
Select Yes to confirm your choice.

Note

Deleted Waiting Flows can't be restored. Proceed with caution.

Send Feedback