Announcing estimated wait time and queue position for web and mobile messaging

Announced on | Rollout starts | Rollout ends
March 13, 2025 | March 13, 2025 | March 13, 2025

Zendesk is happy to announce messaging estimated wait time and queue position to manage expectations on how long it will take to connect customers to an agent.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Businesses can now share estimated wait time and/or queue position with their customers once the messaging ticket is added to the queue. The wait time and queue position will be updated as the ticket progresses in the queue. The wait time is estimated based on the messaging ticket’s position in the queue.

Why is Zendesk making this change?

Currently, customers are unaware of the amount of time it will take for them to connect with an agent, resulting in frustration and abandonment of conversations. Managing expectations on wait time, for example the amount of time it will take to connect customers to the agent, is critical for a good customer experience.

What do I need to do?

This capability is only available on accounts with messaging enabled and using the improved messaging backend. Supported channels include web and mobile messaging. For information on the setup, see Displaying wait time estimates in messaging conversations.