When a contact has been waiting for a response from your agents for a certain amount of time, Textline will send an automated message to the customer to reiterate that their message is in the queue and will be answered shortly. These acknowledgement messages are important because they keep customers engaged and prevent them from abandoning the text thread or getting frustrated by a delayed response.
This Textline Automation comes in handy when customer service agents are particularly busy. For example, say a customer service representative replied to an inbound message saying, “I’ll be with you shortly,” but they still haven’t had a chance to reply. This particular Automation provides another touch point with customers so they know you’ll get to their inquiry soon.
Let’s dive into setting up this useful Automation on the Textline platform.
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">1</div><p class="step-text" id="step1">From the Automations window, click New Automation.</p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">2</div><p class="step-text" id="step2">Select Build From Scratch. </p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">3</div><p class="step-text" id="step3">Name your Automation. </p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">4</div><p class="step-text" id="step4">Select Message Sent by Agent Automation Type from the drop-down menu. </p></div>
<p style="padding-left: 32px">This signals to Textline that you want the action to take place after an agent’s initial message.</p>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">5</div><p class="step-text" id="step5">Next, select Add Condition and choose Last outbound message sent from the drop-down menu. </p></div>
<p style="padding-left: 32px">Conditions are rules that Textline Automations must follow. The amount of time you choose indicates how long Textline should wait to trigger the Still in the Queue message after the initial greeting from your agent. </p>
<p style="padding-left: 32px">It’s most beneficial to send messages at short intervals to ensure the customer stays updated and engaged while waiting. </p>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">6</div><p class="step-text" id="step6">Select Add Condition again to specify which hours of the day you’d like Still in the Queue messages to send. </p></div>
<p style="padding-left: 32px">For example, if you only want them to trigger during business hours, choose Current time is from the dropdown menu. Then, add your business’ operating hours.</p>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">7</div><p class="step-text" id="step7">From the Actions section, choose Send a message and type your message. </p></div>
<p style="padding-left: 32px">You can personalize the message with Variables. Learn more about those here.</p>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">8</div><p class="step-text" id="step8">Preview your Automation. </p></div>
<p style="padding-left: 32px">Double-check your Automation by reviewing conditions and proofreading your message.</p>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">9</div><p class="step-text" id="step9">Press Create Automation and keep your contacts engaged! </p></div>
Need ideas to craft your own Still in the Queue messages? Check out these five examples to get started!
<div class="recipe-numbering-wrapper"><div class="recipe-numbering-step">1</div><p>Hi [Name] , thanks for your patience. Our agents are working with other customers and will be with you as soon as possible. </p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering-step">2</div><p>Your message is still in our queue. A representative will be with you shortly. </p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering-step">3</div><p>[Name], we’re working to get to your message as quickly as possible. Please stay tuned, and an agent will be with you soon. </p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering-step">4</div><p>Hi [Name]! Thanks for being patient and sticking with us. We’ll be with you very soon! </p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering-step">5</div><p>Thanks for your patience. [Company] values your time and appreciates your message. A representative will get back to you momentarily. </p></div>
Keep your waiting contacts engaged with this Still in the Queue Automation. You can set these automatic messages up with ease on Textline today. Request a demo to see the Textline platform and more Automations in action.
