Plan requirement
| Subscription | Any plan |
| Access | Admin |
A wait-time banner tells customers how long the queue is. Honest when it is accurate, and damaging when it is not.
Turn it on
- Open the messaging settings in Admin Center.
- Enable the estimated wait time for the channel.
- Choose whether it shows a position in the queue or a time.
- Save and watch it during a busy period.
Or build it with a trigger
A messaging trigger can send a message when the queue is long, which gives you control over the wording. More work, and better where the standard banner does not fit your tone.
Why it helps
Waiting without information feels far longer than waiting with it. A customer told they are third in line will wait; one staring at nothing assumes they have been forgotten and sends three more messages, which makes the queue worse.
When to leave it off
When the number would be embarrassing. A banner saying forty minutes drives people away more effectively than silence, and it does so at the moment they were about to tell you something.
If your waits are long, fix the wait or set expectations in the greeting rather than displaying a running total of your backlog.
Check it against reality
Watch the estimate against what actually happens for a week. An estimate that is consistently optimistic is worse than none, because it makes a reasonable wait feel like a broken promise.
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