Show end users their place in the queue or their wait time during a custom handoff
Custom handoff integrations built on the Handoffs API can now report the end user’s position in the agent queue or their estimated wait. The new PATCH /v2/conversations/{conversation_id}/handoff-queue/ endpoint takes a unit of position, time, or unknown and an amount. For time, the amount is the wait in seconds. Each update replaces the previous one.
On the Chat channel, the widget shows a “Waiting for an agent” banner with the reported position or the wait in whole minutes, or a generic waiting message for the unknown unit. The banner stays visible across a page reload. It clears when a human agent joins or the handoff ends. The endpoint accepts conversations on the Chat channel only, and only while a Handoffs API handoff is active and no human agent has joined yet. For request details and an example, see Report the end user’s place in the queue.
Dashboard tables remember your sort
Sortable tables in the dashboard now keep the column sort you choose. Leave the page and come back, and the table opens the way you left it. A shared link opens with the same order.
New default order
Four tables open on the most recent edit instead of alphabetical order.
- Playbooks, Processes, Custom instructions, and Tools now open sorted by most recently edited.
- The Tools tables show a new Last edited column.