SmartQueue¶
SmartQueue is OBMessage’s queue, ticketing, and queue management module. It allows organizations to manage in-person or hybrid service queues, combining in-person and digital support to provide a smoother experience for both end customers and agents.
Its objective is to optimize service at customer service points, reduce waiting times, and maintain full traceability of each interaction, from the customer’s arrival to final resolution or transfer between departments.
Features¶
Self-service kiosk¶
- Touch interface or physical terminal where the customer registers or requests a turn.
- Can integrate with customer systems, such as CRM, ERP, core banking, or other internal systems, to autocomplete data using a document number, ID, or appointment code.
- Allows the customer to select the required service type or destination department.
- Generates a digital or printed ticket with the turn number, time, channel, and customer data.
- Can display personalized messages, QR codes for tracking, or integrate with OBMessage to notify the customer by WhatsApp, SMS, or email when their turn is approaching.
Turn display screen¶
- Display or information panel located in the waiting area.
- Shows turn numbers, the assigned agent, and the corresponding service desk.
- Can integrate with OBMessage messaging so the customer receives a notification by WhatsApp, SMS, or email when it is their turn.
- Supports visual customization, such as logos, colors, institutional messages, announcements, videos, or other informational content.
Agent console or service view¶
- Unified interface for the agent or employee assisting the customer.
- Displays the full history of the turn as a ticket, including:
- Information captured in the kiosk.
- Internal notes.
- Attachments, such as documents, photos, or PDFs.
- Ticket status, for example: pending, in progress, resolved, or transferred.
- Allows tickets to be transferred between agents or departments while maintaining full service traceability.
Integrations and traceability¶
- APIs and connectors that allow turn information to be synchronized with external systems, such as CRM, ERP, core banking, or other enterprise platforms.
- Complete event log record, including creation, waiting, service, closing, and transfers.
- Direct integration with OBMessage notification modules, such as email, SMS, WhatsApp, and voice.
- Possibility to extend the solution to satisfaction metrics through post-service surveys by WhatsApp or email.
Integrations¶
To perform an integration with our system, you can consult the API section.