How to configure operator queue cascade

Configure Operator queue cascade when a client waits for an operator and should receive waiting reminders. Start the cascade from the queue branch, or from another branch that means the client is waiting for an operator.

When to use it

• You need to tell the client that they are in the queue.
• You need to send several reminders after 1, 3, 5, or more minutes.
• You need a reminder step to trigger another branch: image, file, button, or service action.
• You need reminders to stop automatically when an operator joins.

Before you start

• The scenario has Connect to operator configured.
• The waiting branch is connected to the place where the cascade should start.
• You know the reminder texts and intervals.
• You are signed in with integrator or administrator permissions.

Steps

1. Add the cascade node

1. Open the scenario in Scenario Builder.
2. Find Connect to operator on the canvas.
3. From the operator waiting branch, add an Action node.
4. Select Operator queue cascade from templates.
5. Click the node to open Node Inspector.

2. Configure lifecycle

1. In Lifecycle, select Start cascade.
2. Keep Restart existing cascade enabled if entering this same node again should clear previous timers first.
3. Keep these switches enabled:
   • Stop when operator joins;
   • Stop when chat is closed.
4. In Action after operator joins, choose:
   • No transition if nothing else should happen;
   • Alias to start another scenario entry;
   • Event branch to continue through a canvas output;
   • Message to send final text after the operator joins.

3. Add reminder steps

1. Open Reminder steps.
2. Click Add step.
3. In Delay after previous step, enter the number.
4. In Unit, select Seconds, Minutes, or Hours.
5. Enable Send message if this step should write to the client.
6. Fill in Message.
7. In Transition, choose what happens after the step.

Repeat this for each reminder. The limit is 100 steps.

4. Connect step branches

If a step uses Event branch, fill in Branch ID. The node gets an output with the same ID.

Connect that output to the next node. It can be:

• another message;
• a file or image message;
• a button node;
• another service action.

Do not route that branch back into the start of the same cascade unless you intentionally want to restart timers.

5. Configure after-last behavior

1. Open After last step.
2. Select one mode:
   • Stop cascade — reminders end after the last step;
   • Repeat last step — the last step repeats after the repeat delay;
   • Repeat from first step — the cascade starts the cycle from step 1.
3. If repeat is selected, set Repeat delay.

For operator queues, Repeat last step with a 3–5 minute delay is usually the best fit.

6. Add a stop node only when needed

A stop node is not needed for the normal operator connection case. If Stop when operator joins is enabled, the cascade is cleared automatically.

Add another Operator queue cascade node with Stop cascade only when reminders should stop before an operator joins. For example, the client presses a "Do not wait" button.

Check the result

1. Save the scenario.
2. Start a test dialog and reach the operator waiting branch.
3. Check that reminders arrive after configured intervals.
4. Connect an operator to the chat.
5. Make sure no more reminders arrive.

Common warnings

See also

• Operator queue cascade
• Operator queue cascade parameters
• Live operator in a dialog
• Use action in scenario