What is an Automatic Agent Waiting Message? What does it do?
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An automatic agent waiting message is an automated message received by customers while they are being assigned to an agent. If the agent is busy and does not respond within a specified time, this feature automatically sends a pre-defined message to the customer.
With this feature, users can be informed about the availability of the agent. Depending on the information in the defined message, users can also learn details such as the estimated takeover time.
You can send up to 2 automatic agent waiting messages. If the user continues to wait after the first automatic agent waiting message, you can send a second message indicating your current availability.
How to Activate the Automatic Agent Waiting Message?
Click on the Settings button located at the bottom left of the Jetlink dashboard screen.
In the Settings - Setup menu, click on the Automatic Agent Waiting Message feature.
In the screen that opens, set the sending time and the message content for the first message. Activate the feature to ensure the automatic message is sent to your customer within the specified time. If desired, you can create a second agent waiting message to be sent after the first automatic agent waiting message.
You can set a waiting time between 1-10 minutes for the first message and between 1-20 minutes for the second message. The second message waiting time starts after the first message is sent. For example, if you want your second agent waiting message to be sent three minutes after your first message, you should set the second message sending time to 3 minutes.
After completing all the steps, you can use the Automatic Agent Waiting Message feature. You can review an example of an automatic message sent to a customer waiting for an agent in the sample conversation below.
