Using triggers to display estimated wait time in messaging conversations

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<p id="docs-ai-summary-content">Admins can set up triggers to display estimated wait times in messaging conversations after an AI agent hands off a conversation. This helps manage customer expectations by providing wait time estimates based on ticket queue data. You can also create a trigger to send a follow-up message when a ticket is assigned to an agent, keeping customers informed throughout the process.</p>
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<div class="body">
<p class="p">Admins can set up messaging triggers to share an estimated wait time with customers for agent
engagement. Estimated wait time is calculated and displayed after an AI agent hands off
a messaging conversation and a ticket is created. Wait time is estimated based on the
ticket’s position in the ticket queue using recent ticketing data. Admins can also set
up triggers to send a message to the customer after the messaging ticket is assigned to
an agent from a queue. The estimated wait time is displayed in the end user's language
preference set in their profile.</p>
<p class="p">This article includes the following sections:</p>
<div class="p">
<ul class="ul" id="display_estimated_wait_time__ul_g2j_35c_tcc">
<li class="li"><a class="xref" href="#topic_gm2_g5c_tcc">About estimated wait time in messaging conversations</a></li>
<li class="li"><a class="xref" href="#topic_a3m_g5c_tcc">Displaying estimated wait time</a></li>
<li class="li"><a class="xref" href="#topic_vvx_g5c_tcc">Sending a follow-up message when a ticket is assigned to an agent</a></li>
</ul>
</div>
<p class="p">Related article:</p>
<div class="p">
<ul class="ul" id="display_estimated_wait_time__ul_xzs_m5c_tcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8015292388378" target="_blank">Messaging triggers conditions and actions
reference</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_gm2_g5c_tcc">
<h2 class="title topictitle2" id="ariaid-title2">About estimated wait time in messaging conversations</h2>
<div class="body">
<p class="p" dir="ltr">Wait time is estimated using a statistical model that considers the average
wait time for the customer's queue position and historical wait time only for that
queue or group. The model pulls performance data from the most recent period
available: the previous 10 minutes, two hours, or three weeks.</p>
<p class="p" dir="ltr">Estimation requires data. The wait time will be available only for
queues/groups with at least 1 ticket routed in the last 7 days. The trigger(s) will
not be activated with insufficient data. </p>
<p class="p" dir="ltr">On third-party bots, the trigger is activated after the bot hands over
control, and the created ticket is placed in the queue. </p>
<p class="p" dir="ltr">The following situations may impact the accuracy of wait time
estimates:</p>
<ul class="ul" id="topic_gm2_g5c_tcc__ul_s4w_p5c_tcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">A surge in ticket submissions. Accuracy will increase as more new
data is available.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Insufficient recent ticket data.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Queues that recently came online.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Queues with irregular wait times due to insufficient agent capacity
or a lack of agent availability.</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_a3m_g5c_tcc">
<h2 class="title topictitle2" id="ariaid-title3">Displaying estimated wait time</h2>
<div class="body">
<p class="p">To display the estimated wait time to a customer, you must build a trigger that
runs <em class="ph i">only when a conversation is initially added to the queue</em> and sends a message
to the customer using the <em class="ph i">@wait_time_min</em> and <em class="ph i">@wait_time_max</em>
placeholders.</p>
<p class="p">Applying this trigger to a small agent group or customer
segment is recommended to ensure it functions as expected before rolling it out to
your entire team.</p>
<p class="p">Consider communicating clearly to your customers that estimated
wait times are just that – estimates – and are not guaranteed (“Expect to wait at least
@wait_time_min minutes” or "We should be with you within @wait_time_max minutes," for
example).</p>
<p class="p"><strong class="ph b">To display an estimated wait time</strong></p>
<div class="p">
<ol class="ol" id="topic_a3m_g5c_tcc__ol_jcv_s5c_tcc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_a3m_g5c_tcc__d7e1759" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt; Messaging
triggers</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create trigger</strong>.</li>
<li class="li">Enter a name and brief description for your trigger. </li>
<li class="li">Click <strong class="ph b">Activate this trigger.</strong>
</li>
<li class="li">Customize the trigger as follows:<div class="p">
<ul class="ul" id="topic_a3m_g5c_tcc__ul_e3k_w5c_tcc">
<li class="li">
<strong class="ph b">Run trigger</strong>: When a conversation is added to the
queue.</li>
<li class="li">
<strong class="ph b">Conditions</strong>: Match ALL of the following conditions:<div class="p">
<ul class="ul" id="topic_a3m_g5c_tcc__ul_bmz_y5c_tcc">
<li class="li">Initial routing | is | True</li>
<li class="li">Group | is | &lt;group name&gt;</li>
<li class="li">Group status | &lt;group name&gt; | Online</li>
</ul>
</div>
</li>
<li class="li">
<strong class="ph b">Actions</strong><div class="p">
<ul class="ul" id="topic_a3m_g5c_tcc__ul_bh5_1vc_tcc">
<li class="li">Send message to customer | Responder | [message
text, such as "Your estimated wait time is
@wait_time_min-@wait_time_max mins."]</li>
</ul>
</div>
</li>
</ul>
</div>
</li>
<li class="li">Click <strong class="ph b">Create</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_vvx_g5c_tcc">
<h2 class="title topictitle2" id="ariaid-title4">Sending a follow-up message when a ticket is assigned to an agent</h2>
<div class="body">
<p class="p">After you implement the estimated wait time trigger described above, you can create a
trigger that sends another message to the customer when the ticket is assigned from
a queue to an agent.</p>
<p class="p" dir="ltr"><strong class="ph b">To send a message to an end user when a ticket is assigned to an
agent</strong></p>
<div class="p">
<ol class="ol" id="topic_vvx_g5c_tcc__ol_cbv_dvc_tcc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_vvx_g5c_tcc__d7e1759" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt; Messaging
triggers</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create trigger</strong>.</li>
<li class="li">Enter a name and brief description for your trigger. </li>
<li class="li">Click <strong class="ph b">Activate this trigger.</strong>
</li>
<li class="li">Customize the trigger as follows:<div class="p">
<ul class="ul" id="topic_vvx_g5c_tcc__ul_dbv_dvc_tcc">
<li class="li">
<strong class="ph b">Run trigger</strong>: When a conversation is assigned from a
queue.</li>
<li class="li">
<strong class="ph b">Conditions</strong>: Match ALL of the following conditions:<div class="p">
<ul class="ul" id="topic_vvx_g5c_tcc__ul_ebv_dvc_tcc">
<li class="li">Group | is | &lt;group name&gt;</li>
<li class="li">Group status | &lt;group name&gt; | Online</li>
</ul>
</div>
</li>
<li class="li">
<strong class="ph b">Actions</strong><div class="p">
<ul class="ul" id="topic_vvx_g5c_tcc__ul_fbv_dvc_tcc">
<li class="li">Send message to customer | Responder | [message
text, such as "An agent will be with you
shortly."]</li>
</ul>
</div>
</li>
</ul>
</div>
</li>
<li class="li">Click <strong class="ph b">Create</strong>.</li>
</ol>
</div>
</div>
</div>
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