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Home > Guide Bot Template: High Traffic Queue Bot

Categories: Featured Article

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About This Article

This article explains how to set a High Traffic Queue Bot.

Guide Bot Template: High Traffic Queue Bot

See the full list of available Guide Bot templates here.

Triage customer support requests with this bot when you are experiencing a high-traffic situation and you are unable to respond to all requests in a timely manner. Place this bot in a tier above your agents to only kick in once all your agents are busy.

Benefits:

Set customer expectations to lessen frustration
Direct customers to alternative sources of help
Direct some customers to lower priority options if they don’t have urgent issues
Alert customers to major outage or problem conditions

Setup Notes:

If you have agents online and available to chat (i.e. there is no queue), chat with agents will be available and visitors will not interact with this bot.
If you have agents online and their capacity is maxed (i.e. a queue has formed), this bot will kick in and respond to support requests.
If you experience periods of time where all agents are offline, we recommend manually enabling/disabling this bot or taking advantage of online/offline schedules to ensure an optimal customer experience.

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