Waiting room prebuilt component

The waiting room prebuilt component allows you to configure your agent so that end-users may ask the agent to hold, for example in scenarios where the end-user may need some time to retrieve requested information. Waiting room functionality is implemented in several prebuilt components and can be added additionally to non-prebuilt agents and components.

Limitations

In addition to the common prebuilt component limitations, this prebuilt component has the following limitations:

• Waiting room does not extend the session's timeout, see Sessions for default behavior.
• By default, the waiting room component will exit after three no-matches or three no-input built-in events, timing out according to the no-speech timeout configured in Advanced speech settings. To increase this limit, configure the no-match and no-input event handlers in the Main page.
• Waiting room will exit after the session times out or after it has exhausted the event handlers on the Main page, whichever occurs first.

Sample dialogs

The following sample dialogs demonstrate common scenarios handled by this prebuilt component.

Successful hold

End-user asks the agent to hold. Once the user says "I'm ready", the agent returns to the conversation.

User input	Agent response
	Please say or enter the first part of your credit card number. You can say "play back" at any time to hear the current collected numbers.
I need a minute
	No worries. Let me know when you're ready.
Okay I'm ready now
	Let's get you back to where you were. Please say or enter the first part of your credit card number. You can say "play back" at any time to hear the current collected numbers.

Unrecognized input

User input	Agent response
	Please say or enter the first part of your credit card number. You can say "play back" at any time to hear the current collected numbers.
I need a minute
	No worries. Let me know when you're ready.
Nice
	Sorry, I didn't get that. I'm waiting till you're ready to proceed. You can say "I'm ready" and we'll continue where we left off.
That's fine
	Hmm, I still wasn't able to get that. Please make sure you're saying "ready"
I'm not sure
	Sorry, I'm having difficulty understanding your response.

Naming conventions

This prebuilt component uses the following naming conventions:

Feature	Format	Example
Flow	[Component Name]	Waiting Room
Component Specific Intent	prebuilt_components_[component_name]_[intent_name]	prebuilt_components_waiting_room

Basic setup

To set up this prebuilt component:

1. Import the prebuilt component.
2. Open the Dialogflow CX Console.
3. Choose your Google Cloud project.
4. Select your agent.
5. Select the Build tab.
6. Click the Start Page in the Pages section.
7. Add a new route using the prebuilt_components_waiting_room intent, which will make this intent accessible from any page in the flow. For more detail, see Flow-level routes.
8. Click Save.
9. On pages where you want to enable the waiting room, add two new routes.
   1. The first route allows the conversation to return to the page where the end-user originally asked the agent to hold:
      1. Condition: $session.params.from_waiting_room_reusable_flow = true
      2. Parameter presets:
         • Parameter: from_waiting_room_reusable_flow
         • Value: false
      3. Transition page: Current page
   2. The second route determines what happens after an end-user has exceeded their retry limit for no-match or no-input in the waiting room flow:
      1. Condition: $session.params.waiting_room_event_handler = true
      2. Parameter presets:
         • Parameter: waiting_room_event_handler
         • Value: null
      3. Transition page: should be set according to what should happen after the end-user has used all their retry attempts for the waiting room flow, for example routing to another page, ending the flow, or ending the session.

Complete

Your agent should now be set up and ready to test.