What it does
When a contact is transferred to human support in Blip Desk, the extension automatically calculates the customer's position in the queue and the average wait time. It then sends a message in the chat, so the customer is never left without a response while waiting for an agent.
Key features
- Sends an automatic message when the customer enters the queue, showing their position and estimated wait time.
- Calculates the customer's position based on the queue of the team the ticket was routed to.
- Displays wait time based on ticket metrics, in minutes (time) and in a friendly format (fancytime), such as "3 days".
- Lets you compose the message using dynamic variables: position (pos), time (time), friendly time (fancytime), and ticket number.
- Optionally, replies again with an updated position if the customer sends a message while still waiting in the queue.
- Detects the account language and formats the wait time accordingly.
Requirements
- Installs actions in the Builder flow. After saving the configuration, publish the flow in Builder to activate it.
- Works at the routing step to Blip Desk, on tickets in waiting status.
Benefits
- Reduces uncertainty during the wait, making it clear how long until an agent is available.
- Decreases drop-offs by keeping the customer engaged and informed.
- Gives full transparency on queue status with no manual effort from the team.
- Improves the perception of support even during high-volume periods.
Who it's for
Blip Desk support operations with ticket volume and a waiting queue that want to automatically communicate position and wait time to the customer.
