Response Times
Monitor how quickly your team responds to customer messages.Why Response Time Matters
Tracking Response Times
In Team Inbox Dashboard:- View Average Response Time metric
- See breakdown by team member
- Filter by date range
- Identify slow response patterns
Setting Response Time Goals
1
Define SLAs
Set target response times:
- Critical chats: < 5 minutes
- Normal chats: < 30 minutes
2
Enable Alerts
Get notified when SLAs are breached
3
Review Weekly
Analyze trends and coach team
Improving Response Times
Quick Replies
Use saved templates for common responses
Auto-Assignment
Route chats to available agents
Priority Filters
Focus on critical chats first
Mobile Notifications
Enable push notifications