Hiding the default wait time and ticket creation message for VIP end users

When a chat session in chatbot is transferred to a support agent, the following default message is displayed to the end users:

You are queue number in line. Your estimated time is number minutes.

In addition to the above message, in Remedy with Smart IT, the following message is displayed to the end users:

• Incident: Incident number

The following image shows the messages that you can hide:

As an administrator, you can hide this message from the VIP end users—users who are prioritized and routed to the VIP support queue of agents. 

Before you begin

Ensure that you have Live Chat credentials. 

To hide the default wait time message for VIP end users

1. Log in to Live Chat. 
2. Select Live Chat Administration Console > Self Service Portal > Configuration. 
3. From the list of entries, select System Configuration. 
4. Create an overlay or open an existing overlay. 
5. In the Configuration field, at the end of the existing text, add the following code:

   • If you want to hide the wait time message
     

     <showWaitingTimeMessageToVIPs>false</showWaitingTimeMessageToVIPs>

     This setting hides the following message:

     Please wait while I connect you to a support agent.
     You are queue number in line. Your estimated time is number minutes.

   • If you want to show only the Service Request ID and hide other ticket IDs

     <showIncidentMessageToVIPs>false</showIncidentMessageToVIPs>

     This setting hides the following message:

     Incident Incident number was associated to this chat. 
     
     The following image is an example of the Configuration field to hide the default wait message: 
     
     
     

6. Save the entry.
7. Click Refresh Servlets.

Related topics

Setting-up-custom-support-queues-that-autoroute

Setting-up-support-queues