Operator queue cascade parameters
The Operator queue cascade node sends reminders to a client waiting for an operator. It can also send the client a message when a connected operator does not reply for a long time. In Node Inspector, the form has Lifecycle, Reminder steps, After last step, and Operator idle sections.
The node form shows section titles, field names, and Operation options in Ukrainian in any interface language. This page gives that form text in «» next to the English name. Step settings, modes after the last step, and form warnings follow your interface language.
Lifecycle
In the form: «Життєвий цикл».
| Field | Values | Description |
|---|---|---|
| Operation («Операція») | Start cascade («Запустити каскад») / Stop cascade («Зупинити каскад») | Starts timers or clears the active cascade for this client. |
| Restart existing cascade («Перезапускати існуючий каскад») | Yes / No | If the client enters the same node again, previous timers are cleared before a new start. |
| Stop when operator joins («Зупиняти при підключенні оператора») | Yes / No | Clears timers automatically when an operator joins the chat. If the operator idle phase is enabled, this phase starts after the operator joins. The phase does not work without this switch. |
| Stop when chat is closed («Зупиняти при закритті чату») | Yes / No | Clears timers automatically when the chat is closed in OperatorLine. |
| Action after operator joins («Дія після підключення оператора») | No transition, Alias, Event branch, Message | Optional action after timers are cleared because an operator joined. |
Action after operator joins
| Type | Extra fields | What happens |
|---|---|---|
| No transition | — | The cascade only stops. |
| Alias | Alias | The scenario starts the selected alias. |
| Event branch | Branch ID | The node gets an output with this ID; connect it to the next node. |
| Message | Message | The client receives a text message after the operator joins. |
The action runs only if queue reminders are still active when the operator joins. It does not run when the chat is transferred to another operator.
Reminder steps
In the form: «Кроки нагадувань».
| Field | Description |
|---|---|
| Add step | Adds a reminder step. Limit: 100 steps. |
| Delay after previous step | Time before this step runs. Counted from the previous step. |
| Unit | Seconds, Minutes, or Hours. |
| Send message | Enables a text message for this step. |
| Message | Text sent to the client. |
| Transition | No transition, Event branch, or Alias. |
| Branch ID | Output name for an event branch. It must be unique in the node. |
| Alias | Alias started after the step. |
If the operator idle phase is configured, you can leave reminder steps out.
How delays are counted
Delays are not absolute from cascade start. They add up:
| Step | Field value | Approximate time from start |
|---|---|---|
| 1 | 3 minutes | 3 minutes |
| 2 | 3 minutes | 6 minutes |
| 3 | 3 minutes | 9 minutes |
After last step
In the form: «Після останнього кроку».
| Mode | Description |
|---|---|
| Stop cascade | Reminders end after the last step. |
| Repeat last step | The last step repeats after Repeat delay. |
| Repeat from first step | The cascade repeats from step 1. |
If repeat is enabled, keep at least one automatic stop enabled or add a branch that leads to a stop node. Otherwise, the cascade can run without an end condition.
Operator idle
In the form: «Оператор мовчить».
| Field | Values | Description |
|---|---|---|
| Auto-message when a connected operator does not reply («Автоповідомлення, коли підключений оператор не відповідає») | Yes / No | Enables the phase after an operator joins. Off by default. |
| Operator idle steps («Кроки фази «Оператор мовчить»») | Steps | The same fields as in Reminder steps. The first step delay counts from the moment the operator joins; later steps count from the previous step. Here the Approx. from cascade start hint shows the time from the operator joining. Limit: 100 steps. |
| After the last idle step («Після останнього кроку фази») | Stop cascade / Repeat last step / Repeat from first step | What happens after the last phase step. Default: Stop cascade. |
What changes the countdown
While the phase is running, these chat events affect the countdown:
| Chat event | Result |
|---|---|
| Public operator reply | The countdown starts from the first phase step. |
| Internal note or client message | The countdown does not change. |
| Chat transfer to another operator | The countdown starts over. |
| The operator left the chat without closing it, or the chat was returned to the queue | The phase waits for the next operator to join. |
| Chat closed | The phase stops. |
| Automatic message from the phase | Not counted as an operator reply, because the bot sends it. |
Modes after the last idle step
| Mode | Result |
|---|---|
| Stop cascade | The phase ends after the last step. No new messages are sent, even if the operator replies and then goes silent again. |
| Repeat last step | The last step repeats after Repeat delay while the operator stays silent. If Repeat delay is 0, the step repeats after its own delay; if that delay is also 0, the phase ends after one round. A public operator reply restarts the countdown from the first step. |
| Repeat from first step | After the last step, the phase starts a new round from the first step. |
Requirements
- Stop when operator joins is enabled.
- The operator idle feature is enabled for your platform. If the phase does not work, contact your platform administrator.
- The node sits after Connect to Operator and is connected to the success output, and to queue and connected if these outputs exist. If the node is connected only to the queue output, the phase does not work for chats that an operator joins immediately.
Canvas outputs
The node creates outputs from Branch ID values set in:
- steps with Event branch transition;
- Operator idle steps with Event branch transition, while the phase is enabled;
- Action after operator joins, when Event branch is selected.
Use a new unique ID when adding a branch. Avoid changing a branch ID after it is already connected to another node; if you change it, verify the canvas connection.
Form warnings
| Warning | Reason |
|---|---|
| No steps | Start cascade is selected without reminder steps, and the operator idle phase is off or has no steps. |
| Only the first 100 steps will be used | Step count is above the limit. |
| Empty message | Send message is enabled, but text is empty. |
| Empty alias or branch ID | Selected transition has no target. |
| Duplicate branch IDs | Two branches use the same name. |
| Possible infinite loop | Repeat after last step is enabled and no stop condition exists. |
| Operator idle phase is enabled, but it has no steps | The phase is enabled without any step. |
| Only the first 100 operator idle steps will be used | The phase has more steps than the limit. |
| Operator idle phase works only together with «Stop when operator connects» | Stop when operator joins is turned off. |
| Idle step: empty message, alias, or branch ID | The selected idle step action has no text or target. |
| Repeat after the last idle step has zero delay | A repeat mode is selected, and Repeat delay is 0. |