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On AskAway, we aim to pick up patrons as quickly as possible but if the service is extremely busy, a patron may sometimes be left waiting a little longer for their chat to be picked up.
To provide better service to patrons who are waiting, AskAway has set-up what are called concierge auto-responses in LibraryH3lp. These messages are sent automatically to patrons after a certain amount of time has passed. The patron will see them, but they will not be visible to service providers.
Currently, the following messages are automatically sent to patrons while they are waiting for their chat to be claimed:
Example: Here's an example of what it will look like on the patron's end if they are waiting for over 190 seconds: