Waiting Message Tokens

Lastly, we have waiting message tokens. These are powerful tools to set customers’ expectations. They use true AI to calculate an estimated wait time based on both the agent-to-caller ratio and average call length.

Tokens remove the anxiety of not knowing your position in the queue or your expected wait time. 

When using tokens, you’ll need to use voice-to-text technology. The token will only insert the number, meaning you’ll need to include the wording leading up to the token. For example: “You’re number {{position}} in the queue and have an estimated wait time of {{wait_time}} minutes.”