Chat: Share wait time with shoppersUpdated 3 hours ago
If a shopper starts a chat when all your agents are handling other conversations, Gorgias can automatically share an estimated wait time with your shoppers. Use the Share wait time with shoppers setting to control whether shoppers see a wait time and whether the estimate is calculated dynamically based on your team's real response times, or set as a fixed timeframe.
Requirements
Manage wait time settings
When this setting is enabled, the shopper sees a message in the chat header that reflects the current estimate, and if they send a message, they will receive a reply with the expected wait time, based on the option you choose:
| Option | Message shown to shoppers |
|---|---|
| Dynamic wait time | The message adapts based on your team's actual response times. Shoppers see a specific message depending on how long the wait is. |
| In a few minutes | Shoppers always see "Connecting you to our team. We will be with you in a few minutes." — regardless of actual agent availability. |
| In a few hours | Shoppers always see "Connecting you to our team. We will be with you in a few hours." — regardless of actual agent availability. |
To configure this setting, follow the steps below:
- From your helpdesk, click the Settings icon in the bottom-left corner.
- In the menu, locate Channels, then select Chat.
- Select a chat integration from the list.
- Click the Preferences tab.
- Scroll to Share wait time with shoppers, then click the toggle to enable the setting.
- Select Dynamic wait time (recommended), In a few minutes, or In a few hours.
- Click Save.
Understand dynamic wait time
How dynamic wait time is calculated
When you select Dynamic wait time, Gorgias estimates the wait using the median first response time from up to 10 of your team's most recent chat tickets. Response times over 8 hours are treated as outliers and excluded from the calculation. When there aren't enough recent tickets to calculate a reliable estimate, Gorgias shows the message for a short wait time.
If you have multiple chat integrations installed, the wait time is calculated independently for each integration based on its own ticket history.
What shoppers see
When dynamic wait time is enabled, the chat header and auto-reply message update based on where the current wait time falls across three tiers:
Under 1 minute (short wait)
The chat header displays We will be right there!, and shoppers receive a message letting them know an agent will be with them shortly and are routed directly to live chat.
Between 1 and 15 minutes (medium wait)
The chat header displays We will reply in a few moments, and shoppers receive a message with the specific estimated wait time in minutes.
Over 15 minutes (long wait)
The chat header displays Wait time is longer than usual. Shoppers receive the message "Connecting you to our team. Your wait time is greater than 15 minutes." They are then offered two options:
- Wait for live chat — the shopper stays in the queue and continues in the chat window.
- Get replies by email — the shopper is directed to an offline contact form and receives a reply by email instead.
