You have the ability to define the maximum number of conversations each one of your team members may have open with their leads and customers. If a team member has reached their limit for simultaneous conversations, any new conversations will be assigned to other team members. (Before enabling the "waiting line" system, please refer to "Defining a maximum number of “concurrent chats” for each team member")
If your team members have all exceeded their simultaneous conversation limits, a new channel will still be created for the lead/customer, but a team member will not be immediately assigned to the conversation.
At this point, the conversation is put on hold, and a message will be sent from your company bot to the lead/customer to alert them that they have been put on hold. The lead/customer may choose to wait in line, in which case your company bot will provide an estimated wait time, or send a non-live message:
- If the visitor chooses to send a non-live message:
- A contact form will be displayed so your lead/customer may send their message directly to your team. The live conversation will then be closed.
- If the visitor chooses to wait:
- A message will be sent with their estimated wait time (the estimated wait time is a smart calculation done by Slaask, specific to your team).
- (If you have integrated your company documentation with Slaask, the lead/customer will be able to search your database for the requisite information.)
- During the waiting time, the lead/customer may keep sending their questions. As soon as a team member becomes available, he will automatically be added to the open conversation channel. They can then see the lead/customer’s questions that the lead/customer typed during their wait as well as engage in a direct chat with them.
- Once a conversation is closed, the team member assigned to the conversation will be assigned to another conversation, if:
- The conversation is pending, from the correct group, etc.
- No other team member has been assigned to it.
- Another team member has been assigned, but has failed to reply within five minutes.