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Topic

    Mario Suzuki
    Chat login page in DCS
    Topic posted October 14, 2019 by Mario SuzukiRed Ribbon: 250+ Points 
    41 Views, 3 Comments
    Title:
    Chat login page in DCS
    Summary:
    Customize the standard messages in the Standard Chat login page
    Content:

    In Engagement Cloud DCS chat login page when no agent is available it sends the message below informing your position on the queue is number 1 and the estimated time to be attended as 30 seconds, after that another message informing estimated time as 10 seconds, and after that 0 seconds, but it keeps sending message of 0 seconds indefinitely.

    Please let me know if the last message could be customized to inform that there is not any agent available instead of the standard message of 0 seconds to be attended that is not really a friendly message.

    Please see attached screenshot with the standard messages showed when an agent is not available.

    Many thanks and kind regards

    Mario

    Comment

     

    • Mario Suzuki

      Please I appreciate an update on this issue.

      Many thanks

    • Paul Encarnacion

      Mario,

      I'm checking with the Chat team for a response on the issue of the 0 wait time being repeated.

      For the standard greeting message that is displayed, if you want that changed, it needs to be changed by Operations on the Chat server, for which you would need to file an SR and specify the site-name, interface and greeting message to be updated.

      I will get back to you on the 0 wait time issue.

      Thanks,
      Paul

       

    • Paul Encarnacion

      The Chat team is reviewing this question.