Visitor queue

With the queue functionality, you can show your website visitors how long they need to wait for assistance.

The queue can be applied to all interactions including chats, virtual and telephony calls.

• By enabling this feature, you can ensure that visitors are informed about the wait time, helping them decide whether to stay and wait or try interacting with an Agent later to avoid frustration.
• Utilize this waiting period as an opportunity to engage visitors with promotions or interactions, potentially increasing conversion rates.

The queue system is designed to adapt based on the Agents' recent behavior in the last 10 chats. Visitors will see an estimated wait time in minutes, in your brand color, with a maximum of 30 minutes displayed:

In order to further reduce risk of Visitor churn and keep them engaged, estimated waiting time less than 1 minute will show like this:

How to enable this feature?

If you want to enable this queue for your company, please contact us at support@giosg.com. 

How it Works:

• Agents are recommended to use new Live 2.0 interface.
• The estimated wait time is calculated by looking at the median response time of your Agents based on the speed of accepting their last 10 sessions. It is important to remember that accepting a chat is not the same as sending a message to the Visitor. 
• The median response time is calculated on room and not individual Agent level.
• The functionality is company-wide, meaning that it if you have several rooms it will be applied to all of them.
• If you instead of the estimated wait time want to show the visitors their queue position, you can change this in room settings (Settings → Domains and Rooms → Choose room)