Chat Queue Overview

How Chat Waiting Works

When all online agents are busy and there are no available slots, a queue waiting message is displayed.

When a slot becomes available, the call is automatically routed to an agent.

User-Side Chat Waiting Screen

Waiting Screen Details

※The above example shows that the waiting position is 1st in the queue.

Actions Users Can Take

  • Users can enter and send their questions while waiting. (The question content will be delivered as soon as the agent responds)
  • Users can also stop waiting and leave an offline message. (Requires “Chat Window” setting configuration)

Offline Message Feature

Switching to Offline Message Screen

※When an offline message is sent, a new ticket is created in LiveAgent.

Enabling Offline Message Settings

“Settings” - “Chat” - “Chat Buttons” - (Click button name to open edit screen) “Chat Window”

Agent-Side Waiting User Management

How to Check Chat Waiting Users

“Chat” - “Chat Overview”