At the moment, all customer chats come in at once, which increases our average first reply time, especially for large businesses, where we can experience 50+ chats at the same time. I would like to suggest creating a “Waiting Room” feature for chats. This would show customers their position in the queue and the estimated waiting time before an agent joins the chat.
This improvement could really help manage expectations and reduce frustration while customers wait for a response.
Thank you for considering this idea!