E-commerce
July 1, 2026
Customer in queue after handoff. 10 minutes of silence, no ETA, no qualification. They abandon or open an agentwait_ ticket.
An e-commerce AI queue chatbot announces ETA and position, sends proactive updates, qualifies needs during the wait, and reduces abandonment—without false delays or indifference.
This guide #920 covers intents bot_queue_*, flow QUEUEBOT SQB-1 to SQB-8, and guardrails QUEUE-REGISTRY-GATE. Bot pair from the AGENTWAIT playbook (#919). Usecase: queue management and triage during wait times.
Summary
Why manage the queue on the bot's side?
Perceived wait time explodes without communication. The bot can inform, qualify, and retain while the customer waits for an agent. QUEUE-REGISTRY-GATE reduces agentwait_ #919 tickets and abandons.
What the tier 1 queue bot solves
Honest ETA: delay position map
Auto updates: proactive threshold update
Wait triage: qualify agent need
Abandon retention: callback alternative
ETA exceeded: acknowledge priority
DTC Retail Example
DTC, queue gate widget. queue_bot_wait_deflect +45%, queue_bot_abandon_rate -35% in 5 weeks.
QUEUEBOT #920 vs AGENTWAIT #919, NOHUMAN #918, HANDOFF #12 and TRIAGE
Seven queue file supports, seven distinct roles.
Quick matrix
#920 QUEUEBOT: bot inform qualify retain perceived wait tier 1
AGENTWAIT #919: agents process tickets agentwait AW-4
NOHUMAN #918: unavailable distinct active queue
ESCUNAV #917: escalation refused distinct wait
HANDOFF #12: initial transfer context agent
Prioritization #26: priority VIP queue
Pipeline: customer in queue → #920 ETA update triage → handoff #919 if exceeded VIP.
Which bot_queue_* intents should be configured?
Eight queue intents mapped AGENTWAIT-MAP #919.
Eight bot_queue intents
bot_queue_eta_answer: eta_copy estimated delay map
bot_queue_position_answer: position_copy queue rank
bot_queue_proactive_update: auto-update threshold exceeded
bot_queue_triage_wait: qualify need while waiting
bot_queue_retain_abandon: retain abandonment threat
bot_queue_callback_offer: callback alternative map
bot_queue_exceeded_ack: acknowledge exceeded ETA
bot_queue_feed_loop: consume LOG #919 eta_copy
Each interaction logs queue_checked intent agentwait_* deflect_or_handoff.
How should AGENTWAIT-MAP #919 be consumed?
The bot reads AGENTWAIT-MAP #919 + bot fields: eta_copy, position_copy, update_threshold_min, triage_questions, callback_process, retain_copy, queue_api_flag, agent_handoff_url, policy_link.
Guardrails queue bot
QUEUE-REGISTRY-GATE: ETA position from live registry
ETA-HONEST-BOT: do not minimize real delay
NO-FALSE-ETA-BOT: do not invent ETA without API
PROACTIVE-UPDATE-BOT: auto message map threshold
TRIAGE-WHILE-WAIT-BOT: qualify without blocking queue
ABANDON-RETAIN-BOT: callback before abandon
AGENT-HANDOFF-BOT: exceeded VIP → agent #919
AGENTWAIT-FEED-LOOP-BOT: LOG #919 enriches eta_copy
QUEUEBOT-SUP Policy in six rules
Six queue rules responsible on the widget side.
QUEUE-REGISTRY-GATE: lookup queue API before ETA
ETA-HONEST-BOT: eta_copy registry only
PROACTIVE-UPDATE-BOT: auto update if > threshold
TRIAGE-WHILE-WAIT-BOT: 2-3 questions max qualification
ABANDON-RETAIN-BOT: retain before chat closure
AGENTWAIT-FEED-LOOP-BOT: LOG #919 widget review within 48 hours
Flow QUEUEBOT SQB-1 to SQB-8
Eight-step flow: handoff queue enter eta update triage retain log agent.
SQB-1 Enter queue: client enters queue post handoff #12
SQB-2 Queue lookup: QUEUE-REGISTRY-GATE API
SQB-3 ETA announce: eta_answer position tier 1
SQB-4 Proactive loop: update auto threshold timer
SQB-5 Triage wait: qualify agent need
SQB-6 Retain: abandonment threat callback offer
SQB-7 Agent connect: triage context transmitted to agent
SQB-8 Log: wait_deflect abandon_rate eta_compliance
TPL-QUEUE-ETA Example
“An advisor will answer you within {{eta_copy}}. Position: {{position_copy}}. Meanwhile, please specify: {{triage_question}}.”
TPL-QUEUE templates and touchpoints
Four short queue file embed templates.
TPL-QUEUE-ETA
[eta_copy map.] [position_copy map.] ETA-HONEST.
TPL-QUEUE-UPDATE
[update_copy map.] Revised delay. PROACTIVE-UPDATE.
TPL-QUEUE-TRIAGE
[triage_questions map.] Context forwarded to agent. TRIAGE-WHILE-WAIT.
TPL-QUEUE-RETAIN
[retain_copy map.] [callback_process map.] ABANDON-RETAIN.
Touchpoints
Queue entry: eta_answer + triage
"How much longer?": position_answer refresh
Silence 5+ min: proactive_update
AGENTWAIT LOG #919: feed_loop eta_copy
Edge cases: BFCM, customer resolved by bot, agent disconnects
Five cases outside the standard flow.
BFCM long queue: extended eta_copy massive callback
Bot resolves before agent: queue exit if triage closure is needed
Agent disconnects: exceeded_ack + ETA reassignment
Not in queue: #918 NOHUMAN
Agentwait_ ticket despite bot: feed_loop review queue gaps
Essential queue_bot KPIs
Five QUEUEBOT steering metrics and correlation #919.
queue_bot_wait_deflect: waits managed without agentwait_ ticket
queue_bot_abandon_rate: % target queue low abandons
queue_bot_eta_compliance: % ETA aligned registry
queue_bot_proactive_update_rate: % waits with auto update
queue_bot_triage_complete_rate: % handoffs with context triage
Target: abandon_rate decreasing and triage_complete above 80%.
Anti-patterns QUEUEBOT
Five common file bot errors.
Invented ETA : NO-FALSE-ETA registry only
Queue silence : PROACTIVE-UPDATE mandatory
No triage : TRIAGE-WHILE-WAIT agent context
Ignoring abandonment : RETAIN systematic callback
Minimizing wait time : ETA-HONEST never a fixed "2 min"
QUEUEBOT with Qstomy
Qstomy on Shopify: AGENTWAIT-MAP sync #919, API lookup queue, templates ETA triage retain, agent handoff context, KPI queue_bot dashboard.
Scenario: DTC, 7 tickets/month agentwait. Proactive queue gate update. queue_bot_wait_deflect +45%, queue abandonment -35% in 5 weeks.
Explore AI support and request a demo.
Checklist, FAQ and going further
QUEUEBOT Checklist (8 steps)
Sync AGENTWAIT-MAP #919: eta threshold triage callback retain
QUEUEBOT-SUP Policy: 6 rules REGISTRY-GATE ETA-HONEST
8 bot_queue_* intents: flow SQB-1 to SQB-8
4 templates TPL-QUEUE-*: ETA UPDATE TRIAGE RETAIN
queue_api: lookup live ETA position
proactive_timer: auto update threshold minutes
Red team queue: false eta abandon triage test
KPI Dashboard: queue_bot_* section 9 + delta agentwait_
FAQ
Difference #919?
#919 = agents tickets exceeded VIP. #920 = bot ETA update triage widget.
Difference #12?
#12 = handoff moment. #920 = after handoff in active queue.
Difference #918?
#918 = human unavailable. #920 = customer already in queue.
Can bot resolve in queue?
Yes if triage closed need. Exit queue documented SQB-7 skip.
Going further
Support delays (#101)
This week: sync AGENTWAIT-MAP #919, queue API, proactive timer, measure queue_bot_wait_deflect.
Enzo
July 1, 2026
