Administrators can set wait time placeholder for bots which will estimate the wait time required for an agent to respond once the issue is assigned to the queue. A customer in the queue who submits a request will get notified with the message configured by the administrator.

For example: “An agent will be with you within 30 minutes.

Configure Estimated Wait Time

Static wait time is a time range that represents a reasonably accurate estimate for how long the end-user will wait in a human agent queue before a human will respond.
To configure the static wait time, follow the steps given below:

  1. Go to Settings. In the navigation pane, scroll to the WORKFLOWS area and click Queues.

    The queues page opens.

  2. On the queues page, click on the settings icon next to the preferred queue name to update the required changes.

  3. On the edit queue page, click on the Estimated Wait Time dropdown field.

  4. Select the appropriate text template for estimated wait time.

  5. Click SAVE.

For using estimated wait time feature, you need to set a placeholder in the bot message. Review Configuring estimated wait time in a bot message.