Using chat, it is easy to show your team’s availability to users and when they can expect a response from your team. 

You can do this in three different ways in chat,

  • Display live response time (real-time value calculated based on your team’s performance)

  • Customize response expectations for individual Topics

  • Set your work timings with Business Hours

  • Let customers know you are out of the office with Away Experience

Note: Topics and Response Expectations are available for all plans

This allows the user to plan their next move based on real-time information. If your team normally responds in a few minutes, your customer might want to wait for your response.  Or if you normally respond within a few hours, they’ll know to move on to doing something else. 

Display your team’s live response time.

Chat automatically calculates response times based on your team’s response rate in real-time. You can display this time to give a fair picture to your users about when they can expect a reply from your team. 

Go to Admin Settings > Channels > Chat Settings > Web Chat Settings > Response Expectations

You can pick either Response Time or Time for the first response

Response time is the overall average time of all responses sent by your team.

Time for the first response is the overall average time taken by your team to send the first reply to a user once the chat gets assigned to them.