Proactive triggers: If a customer is holding at the top of chat queue for 3 minutes

[Hanuman Chandra]

If a customer is holding at the top of chat queue for live agent more than 3 minutes then display a message from proactive triggers.

[ersureshbe]

Hi, There is an OOB to configure time (in minutes) limit to wait for agent acknowledgement. If it s not acknowledged it will route it to other agent. Will it not supporing your current landscape?

[Hanuman Chandra]

Hi Suresh,

OOTB is working fine for welcome message.

Need info: Did proactive triggers works on AWA tables like awa_work_item etc.?

My Scenario is when customer is queued then need to trigger message from proactive triggers.

Thank You!