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I was wondering how other organisations are managing the lack of in-queue treatment available for chat scripts in VCC?

e.g. once a chat transaction has been forwarded to a chat queue, there seems to be no loops, messages or other means such as overload to avoid a customer from being stuck indefinitely waiting for an agent? 

The phone scripts appear to be much more powerful in this regard and I must admit, I assumed there would be somewhat of a parity of capabilities before starting down the chat path.

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Jonathan Lynn
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Hi Jonathan, I have just started building a POC for this and noticed the same thing.

Currently testing adding a "Social Script" to the Chat Script (Forward to Script) and it "does" work. You can run in queue treatment this way, however the lowest queue loop of 30mins is not ideal.

I did a "Test Condition of Queue" if no agents waiting send prompt "No agents available" and it spammed the chat window as it kept looping. The only option was to make it send that every 30mins which is poor form.

BUT, you can embed a script within the script with more options.

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Ben Fischer

Original Message:
Sent: 01-05-2024 01:58
From: Jonathan Lynn
Subject: Lack of In-Queue Treatment available for Chat Scripts

I was wondering how other organisations are managing the lack of in-queue treatment available for chat scripts in VCC?

e.g. once a chat transaction has been forwarded to a chat queue, there seems to be no loops, messages or other means such as overload to avoid a customer from being stuck indefinitely waiting for an agent? 

The phone scripts appear to be much more powerful in this regard and I must admit, I assumed there would be somewhat of a parity of capabilities before starting down the chat path.

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Jonathan Lynn
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