Real-time queue notifications

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Key benefits

• Reduced user anxiety. End users receive continuous updates about their queue position and estimated wait time.
• Increased transparency. Real-time visibility into queue status builds trust and sets clear expectations.
• Alternative messaging. Automatically sends a customized message when queue conditions exceed defined thresholds.
• Pattern analysis. Collected queue data helps identify peak times and typical response times.

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Prerequisites

• A handover provider is configured. Real-time queue notifications are supported by Cognigy Live Agent, Salesforce Enhanced Chat, and Genesys Cloud Open Messaging.
• For Genesys Cloud Open Messaging, an active Amazon EventBridge Source integration and admin access to Genesys Cloud to configure use and integration settings are required.
• The endpoint that supports the selected handover provider is configured. For testing purposes, you can use the Webchat v3 endpoint with Demo Webchat.

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How it works

1. Configure the following nodes in your flow:
   1. Handover to Human Agent node or AI Agent node with the Handover to Human Agent tool — allows queue position and wait time tracking.
   2. Lookup — routes the flow based on handover status.
   3. If — evaluates queue conditions.
   4. Say — displays queue updates or alternative messages to the user.
   5. Go To — loops back to continue monitoring the queue.
2. Configure the provider-side settings to enable queue notifications for Salesforce Enhanced Chat or Genesys Cloud Open Messaging.
3. (Optional) Configure the Agent Copilot workspace.

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Configure settings for handover to human agent node or tool

{
  "request": {
    "position": 3,
    "estimatedWaitTime": 300000
  }
}

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Add lookup node

1. Below the Handover to Human Agent node or tool, add a Lookup node.
2. Click the Lookup node and select Handover Status from the Type list.
3. Click Save Node.
4. In the Case node of the Lookup node, select Queue from the Handover Status list and click Select.
5. Click Save Node.
6. Remove the second Case node.

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Add if node

1. Below the Case node, add an If node.
2. In the If node, click Use Advanced Editor and add the following condition:
   {{input.data.request.position}} < 2 && {{input.data.request.estimatedWaitTime / (1000 * 60)}} < 200
   
   where:
   • {{input.data.request.position}} < 2 — checks if the customer’s position in the queue is less than 2. If true, it means the customer is either in first or second position in the queue.
   • {{input.data.request.estimatedWaitTime / (1000 * 60)}} < 200 — calculates the estimated wait time in minutes. The estimated wait time is provided in milliseconds. Dividing it by (1000 * 60) converts it to minutes. This CognigyScript expression checks if this wait time is less than 200 minutes. If true, it means the estimated wait time is manageable.
3. Click Save Node.

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Add say nodes

1. Below the condition Then, add a Say node.
2. Click the Say node and enter the following text into the Text field:
   Position: {{input.data.request.position}}
   
   Estimated time: {{input.data.request.estimatedWaitTime / (1000 * 60)}} minutes
   
   where:
   • input.data.request.position — the user’s current position in the queue.
   • input.data.request.estimatedWaitTime / (1000 * 60) minutes — the estimated wait time in minutes. The estimatedWaitTime is initially provided in milliseconds. It’s divided by 1000 to convert it to seconds, and then by 60 to convert it to minutes.
3. Click Save Node.
4. Below the condition Else, add another Say node and configure the following:
   • Text — enter {{input.handover.data.alternativeText}}. This CognigyScript expression returns the text from the Message text field of the Handover to Human Agent node or tool that you configured earlier.
   • (Optional) Label — enter Alternative text.
5. Click Save Node.

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Add go to node

1. Right-click the Lookup node and select Set Entrypoint.
2. Below the Say nodes, add a Go To node.
3. In the Go To node, configure the following:
   • Select Flow — select the current flow.
   • Select Node — select Lookup.
   • In the Advanced section, select Go to Node and wait for Input from the Execution Mode list.
4. Click Save Node.

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Configure settings in Salesforce Enhanced Chat

1. In Salesforce, go to the Setup page, enter Messaging Settings in the Quick Find box, and click Messaging Settings. Alternatively, go to Feature Settings > Service > Messaging > Messaging Settings in the navigation menu.
2. In the Channels section, find the channel you want to configure, click the arrow-down icon, and select Edit.
3. Go to the Queue wait time and position section.
4. From the Notification list, select one of the following options:
   • Estimated wait time — sends the estimated wait time to the end user.
   • Queue position — sends the user’s current position in the queue.
5. Click Save.

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Configure settings in Genesys Cloud Open Messaging

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(Optional) Agent Copilot

1. Add a Handover to Human Agent node to the Agent Copilot flow. Configure this node the same way as the Handover to Human Agent node in your main flow.
2. Add a Lookup node for the Queue status, followed by an If node, Say nodes, and a Go To node. Mirror the logic you already configured in the main flow:
   • Add Lookup node
   • Add If node
   • Add Say nodes
   • Add Go To node. In the Agent Copilot flow, point the Go To node to the Agent Copilot flow’s own Lookup node so the queue keeps updating.
3. In the main flow, below the Case node that checks the Queue status, add a Go To node that points to the Agent Copilot flow’s Lookup node.

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More information

• Handover status
• User inactivity detection and handling
• Lookup
• Agent Handover