---
schema_version: "1"
id: 775fbd8cbf5b5410e936f4edcd23a5162ec22c3e9849d84f2c9445e13e84df34
title: Show Customers an Estimated Wait Time in the Chat Conversation Window
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/miaw_estimated_wait_time.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.miaw_estimated_wait_time.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: dc84b459a0b61461dd3c8192bf6d77b2b39ec60a2326e4d9b028bfe0697a3bfd
description: Automatically tell customers how many minutes they have to wait before being connected to a service rep. Build customer trust by setting expectations.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Show Customers an Estimated Wait Time in the Chat Conversation Window

Automatically tell customers how many minutes they have to wait before being connected to a service rep. Build customer trust by setting expectations.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
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        </colgroup>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="miaw_estimated_wait_time__d151e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_estimated_wait_time__d151e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
              <strong>This article applies to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
              <strong>This article doesn’t apply to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS,
              Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own
              Channel</td>

          </tr>
        </tbody>
      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
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        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d10747e98">User Permissions</th>
          </tr>
        </thead>
        <tbody>
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            <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d10747e98 ">To set up this feature:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10747e98 ">
              <p>Customize Application </p>
              <p>AND</p>
              <p style="margin-bottom:0;">Modify Metadata Through Metadata API
                Functions</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d10747e98 ">To modify permission sets and profiles:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10747e98 ">Manage Profiles and Permission Sets</td>

          </tr>
        </tbody>
      </table>

Estimated wait time can appear in several scenarios as long as certain conditions are met.

Possible scenarios that trigger Estimated Wait Time include:

- A customer initiates a messaging session, which is routed directly to a queue or to a flow that routes to a queue or skill, and the session is accepted.
- A service rep transfers the session to a flow that routes to a queue or skill, and the transferred session is accepted.
- A bot transfers the messaging session to a flow that routes to a queue or skill, and the transferred session is accepted.

Conditions that must be met to show Estimated Wait Time include:

- You activated Estimated Wait Time.
- Service reps accepted at least 1 messaging request in the last 10 minutes for the corresponding queue or set of skills.
- To trigger estimated wait time when a customer creates a messaging session, the Routing Type field for your deployment in Messaging Settings must be set to Omni-Queue or Omni-Flow with a selected flow that routes to a queue or skill. This condition isn’t required to trigger estimated wait time when a service rep transfers to a flow that routes to a queue skill, or when a bot transfers to a flow that routes to a queue or skill.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note If the estimated wait time is less than 1 minute, we round it up to 1 minute.

1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**.
2. Click the edit button to the right of your deployment, and then select **Edit**.
3. Click **Show estimated wait time**.
    
    In Enhanced Chat v2 deployments, the transferring message and estimated wait time alternate every 20 seconds.
4. Save your changes.
    
    ![Enhanced Chat v1 window with estimated wait time message](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_estimated_wait_time.png)

#### See Also

- [_Knowledge Article:_ Estimated Wait Time Calculation When Routing Work with Omni-Channel](https://help.salesforce.com/s/articleView?id=003817179&type=1&language=en_US)