If the customer has been waiting “n” seconds for a web chat to start then we’d like to trigger an automated message to the customer. Something like “We can see you have been waiting longer than normal, we will be with you soon …”.

I assume this message might need to repeat! Say every 2 minutes.

Effectively we need some automated messages that trigger on events like the customer waiting. These would need a configurable time so that we can configure how longer before these show.
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