How has everyone handled the agent being put on hold? Is there something you have added in the prompt that has helped improve this experience?

@KH Certainly! When an agent is put on hold, it's important to maintain a positive user experience. Here are a few strategies that can be implemented in the prompt to improve this situation: 1. **Clear Communication**: Inform the user that they will be put on hold and provide a reason. For example, "I need to look into your request further, may I put you on hold for a moment?" 2. **Estimated Wait Time**: Give the user an estimated time they will be on hold. For example, "This should only take about 2-3 minutes." 3. **Periodic Updates**: If the hold time exceeds the estimated duration, provide periodic updates to the user to let them know they haven't been forgotten. 4. **Hold Music or Messages**: Implementing hold music or recorded messages can make the wait more pleasant and assure the user that they are still connected. 5. **Option to Callback**: Offer the user the option to receive a callback instead of waiting on hold, if the expected wait time is long. 6. **Apologize for the Inconvenience**: Always apologize for any inconvenience caused by the hold and thank the user for their patience. 7. **Post-Hold Summary**: Once the hold is over, summarize the situation for the user, so they know that progress has been made during the time they were waiting. By incorporating these elements into the prompt, the experience of being put on hold can be made more tolerable and professional for the user.

@KH yes your right you have to use prompting and being creative around your prompt will help to create a better crafted language.