Customize estimated response times in Chat | Voters

Customize estimated response times in Chat

complete

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.

Created by Stephen Boss

May 18, 2023

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 Admin
 in your dashboard.
Navigate to Messenger > Settings
 for 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.

Marc Rosa

marked this post as

planned

Ricky Balmaceda

Merged in a post:

Change Response Target/Timer for "Live Chat"

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.

August 26, 2024

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.

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.
AutoTask

Master User

Ryan Burbridge: +1 thousand. That's a fantastic idea. Would be fairly simple to implement I would think.

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

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.

May 18, 2023

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.