Create and manage queue triggers to set off multiple actions during customer wait times for a particular queue.

Before you begin

Role required: awa_admin or admin

Procedure

  1. Navigate to the queue settings through one of the following navigation paths:
    • All > Advanced Work Assignment > Home.

      In the Essential settings section, select Set up queues.

    • All > Advanced Work Assignment > Queues.
  2. Select the queue.
  3. Select the Queue Triggers related list.
    • To create a queue trigger, select New.
    • To change a queue trigger, select the queue trigger record to be updated.
  4. On the form, fill in the fields.
    Table 1. Queue Trigger form
    FieldDescription
    Queue Work items that belong to a service channel.
    Message Message that users see because the Trigger Time has elapsed.

    If the Trigger Type field value is Max Wait, this field becomes read-only and displays the value entered in the Queue form's Max wait time message field. When the Max wait time message appears to users, they’re prompted to select a Virtual Agent topic and if they select a topic, they don’t return to the live agent's queue.
    Trigger Type Type of configurable trigger: Wait or Max Wait. The Wait trigger defines the actions that happen when users are waiting in the queue and the Max Wait Time hasn't been met. The Max Wait trigger defines the actions that happen when users are waiting in the queue and the Max Wait Time is met.
    Trigger Time Time (days or hours, minutes, seconds) allotted for the Trigger Type.

    If the Trigger Type field value is Max Wait, this field becomes read-only and displays the value entered in the Queue form's Max Wait Time field.
    Flow Name of the flow or subflow.
    Note: Workflow Studio subflows must have a string input parameter named conversation_id for AWA queue triggers to detect the appropriate subflow. Ensure that the subflow you want to use has a string input parameter named conversation_id through the Execution tab in Workflow Studio.
    Virtual Agent topic Name of the existing Virtual Agent topic that appears to the users when the max wait time is met.
  5. Select Submit for a new queue or Update to change the queue.
    The queue triggers are added to or updated in the Queue Triggers related list.