Share your expected response time
Manage your customers' expectations by sharing your reply time during office hours.
Written By Markus from Featurebase
Last updated 3 months ago
Overview
Let customers know when to expect a reply by displaying expected response times in the Messenger:
From the top menu, select ‘Conversations’
Under 'Reply Expectations, toggle on the ‘Show Reply Times’
Click ‘Save Changes’ from the top right
This option is enabled by default. If disabled, no reply time will be shown to users.
Currently, it’s not possible to set a custom reply time. It’s always calculated automatically based on your median first reply time over the past 7 days.
Manage unexpected delays
If you experience a spike in conversations due to an outage, a big promotion, or an external event, this can lead to longer wait times for your customers. Let them know with a special notice in your Messenger.
In Settings → Support → Messenger → Conversations → Special Notice, you can switch this on and enter a message for your customers.
Special notices can be customized in multiple languages supported by your workspace, and you can enhance them with links and text styling for improved clarity and engagement.
After things have returned to normal for your team, simply switch the notice off, and it will no longer be shown in conversations.