Give Chat Customers an Estimated Wait Time (Beta)

Your chat customers know their position in the queue but not how soon they’ll get help. The estimated wait time helps set expectations.
Where: This change is available through the Chat REST API or by using the Embedded Service SDK for Mobile Apps.


As a beta feature, Estimated Wait Time is a preview and isn’t part of the “Services” under your master subscription agreement with Salesforce. Use this feature at your sole discretion, and make your purchase decisions only on the basis of generally available products and features. Salesforce doesn’t guarantee general availability of this feature within any particular time frame or at all, and we can discontinue it at any time. This feature is for evaluation purposes only, not for production use. It’s offered as is and isn’t supported, and Salesforce has no liability for any harm or damage arising out of or in connection with it. All restrictions, Salesforce reservation of rights, obligations concerning the Services, and terms for related Non-Salesforce Applications and Content apply equally to your use of this feature.

How: Implement Estimated Wait Time using the Chat API and Service SDK. You can display a queue position or an estimated wait time, but not both.