---
schema_version: "1"
id: 15da70f3f95a672edf58796b456c5f11d20e1e2a2988d34be1d23d5066644447
title: Show Customers Their Queue Position in the Messaging Window
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/miaw_show_queue_position.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.miaw_show_queue_position.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cffe691863779d0a62e6af5ed4b66e8fc2120970b92913e1807d5ebdc09f46a7
description: Keep customers informed by showing them their real-time position in the queue while they wait to connect with a service rep. Build customer trust by setting expectations and reduce abandoned sessions.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Show Customers Their Queue Position in the Messaging Window

Keep customers informed by showing them their real-time position in the queue while they wait to connect with a service rep. Build customer trust by setting expectations and reduce abandoned sessions.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </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_show_queue_position__image_awc_qgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_show_queue_position__image_awc_qgf_5cc" 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;">Standard and enhanced WhatsApp, standard and enhanced Facebook Messenger, standard and
              enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, and Bring Your Own
              Channel</td>

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

Queue Position can appear in several scenarios when the chat session has been routed to a queue but isn’t yet accepted by a service rep.

Possible scenarios that trigger Queue Position include:

- A customer initiates a messaging session that’s routed directly to a queue or via a flow that routes to a queue, skill, or service rep.
- A service rep, bot, or agent transfers the session to another queue.

Queue Position isn't shown when:

- A conversation is in progress.
- Additional service reps join the conversation.
- The chat ends or the session becomes inactive.

To show the Queue Position, these conditions must be met:

- Activate Queue Position in Messaging Settings.
- Set the deployment's Routing Type field in Messaging Settings to **Omni-Queue** or **Omni-Flow** with a selected flow that routes to a queue.

![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

Queue Position works only when Enhanced Omni-Channel Routing is enabled in your org. To enable it, from Setup, in the Quick Find box, enter Omni-Channel Settings, and then turn on Enhanced Omni-Channel Routing.

To set up Queue Position:

1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**.
2. To select the deployment you want to work with, click the arrow next to the deployment name, and then select **Edit**.
3. On the Enhanced Chat settings page, in the Queue Wait Time and Position section, select **Queue Position**.
4. Also, you can customize the queue position message shown to customers.
    
    In Enhanced Chat v2 deployments, the transferring message and queue position message alternate every 20 seconds.
    
    1. From Setup, in the Quick Find box, enter Embedded Service, and then select **Embedded Service Deployments**.
    2. Click the arrow next to the deployment name and then select **View**.
    3. On the Embedded Service Deployments Settings page, click **Set Custom Labels.**
    4. Select your primary deployment language, then select **Chat in Progress** for Chat Group, **All** for Label Group, and **System Messages** for Label Type.
    5. Enter your message for Custom Label and then click **Finish**.
5. Save your changes.
6. In Embedded Service Deployment Settings, click **Publish** to apply the changes.