Customize estimated response times in Chat
complete
D
Dan Baird
to set our own expectations to the customer on response times in Messenger
We want to be able to set our own expectations with the customer when they initiate a chat in messenger on how quickly someone will be with them and what to expect.
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M
Marc Rosa
marked this post as
complete
Exciting news: Admins can now
customize the expected response time
for new threads in Messenger. Partners can customize a timeframe—ranging from minutes to hours—to display with contacts once a teammate has been assigned to a newly created thread.This makes it easier for MSPs to match their communication with their organization's SLAs or response strategy and set clear expectations with customers.
Partners have long requested this update since it allows them to manage their response strategy, particularly on channels like Microsoft Teams and Slack where customers expect real-time interactions.
Getting started
- Go to Adminin your dashboard.
- Navigate to Messenger > Settingsfor any customer with “Chat with Support” support style selected.
- Select any of the options under “Estimated response time”. If "Custom" is selected, select an hour and a minute value from the dropdown menu and select OK.
- Click “Save” to apply any changes.
🌍
This is available to all MSPs with the “Chat with SLAs” support style enabled for their customers.
M
Marc Rosa
marked this post as
planned
R
Ricky Balmaceda
Merged in a post:
Change Response Target/Timer for "Live Chat"
B
Brandon Hutchinson
There's no ability to change the response target/SLA for "Live Chat" in Thread Inbox and it's defaulted to 5-minutes.
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Master User
Stephen Boss any progress on this one? I feel like this is actually pretty critical in terms of setting proper client expectations. And it should be that hard to implement a customization step in the workflow / auto-responses.
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Ryan Burbridge
We would also like the ability to set expectations on this. The reason is if all of our technicians are working on remote sessions and on phone with clients. There will not be replying to Threads during this time. But if we cannot, I have an idea:
Similar to how Thread has automation that after 5 minutes you can have the thread go into Swarm Mode...
I think that after 5 minutes, a GREAT feature that would help us is to send the user a TimeZest Schedule link for the ticket if no response is received by a member of our teams.
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M
Master User
Ryan Burbridge: +1 thousand. That's a fantastic idea. Would be fairly simple to implement I would think.
C
Connor Bachert
Our biggest concern, is that we have certain clients that submit chat threads (non-priority) knowing that it will take longer than 5 min for us to reach out when we can. Setting our own expectations will allow us to go off our own SLA based response times.
Stephen Boss
Merged in a post:
Can we change the text on Messenger when you create a live chat
L
Luis Almeida
Can you change the "Looking for someone to assign (Est. 5 minutes)" ? It may not be 5 minutes and we may need to change that.
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Kristof Orts
Hi Luis, what would you change it to? The reason it's 5 min is because a live chat should never take more than 5 min to reply to. Ideally less even.