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Ada shows Salesforce Messaging queue status after a handoff

Vendor-reportedChecked: [release]

Editorial attribution: Gosia Madej

Prepared with AI assistance. Editorial attribution does not imply personal product testing or manual review of every story.

Published: · Event date:

Ada’s October 22 release adds a queue banner for customers waiting after a Salesforce Messaging handoff. It displays estimated wait time or queue position, depending on the signal configured for that Messaging Channel.

Vendor-reportedChecked: [release]

What changes for users

Audit every Messaging Channel used for handoffs instead of assuming a global setting. After republishing, test a waiting conversation, a page reload and agent arrival. Check what customers see when the upstream queue signal is unavailable.

Editorial assessmentChecked: [setup]

Three wooden waiting markers stand beside a queue sign with one visible indicator and a covered alternative.
AI-assisted editorial illustration of queue visibility and a choice of signals; not a Salesforce or Ada interface. · AI-assisted original vector illustration for AI Agent Reviews

Estimated wait time needs no extra setup. To send queue position instead, a Salesforce administrator enables Queue Wait Time and Position for each relevant Messaging Channel and republishes its linked deployment. Salesforce supplies one signal per channel, rather than both.

Vendor-reportedChecked: [release]

The banner appears only in Ada’s Messaging and legacy Chat widgets. It persists across a page reload, then clears when a human agent joins or the handoff ends. It does not appear on other handoff channels.

Vendor-reportedChecked: [setup]

Queue visibility starts after the handoff. It is separate from checking human-agent availability before transferring the conversation, and it does not establish that the queue is moving faster. An estimated wait should not be presented as a guaranteed response deadline.

Editorial assessmentChecked: [setup]

Checked against sources

AI-assisted source check

How this was checked

AI-assisted checks compared the October 22 release with the full setup guide, tracing the widget restriction, signal choice, per-channel configuration and deployment dependency. Both sources are Ada documentation.

Editorial assessmentChecked: [release][setup]

No live Salesforce deployment or customer queue was tested. The sources document a display change, not measured reductions in waiting or abandonment. Source screenshot capture was blocked.

Editorial assessmentChecked: [release][setup]

Source evidence

Original source excerpt. This shows what the source says; it does not establish product performance.

Salesforce supports either queue position or estimated wait time per Messaging Channel, not both.

Read original source [setup]

Sources

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