Every customer gets an answer on time.
Set how fast tickets must be answered and solved, count only the hours you’re open, warn before a target slips and send each ticket to someone who can take it.
Running customer conversations for WhatsApp-first businesses
A fair clock counts the hours you’re open.
Grace wrote at 20:40 on a Friday. Switch the two settings and watch whether the team met its targets.
- Fri 20:40Grace writes on WhatsApp: no internet
- Fri 21:00Working hours end
- Sat 07:00Working hours start
- Sat 07:25First reply from Peter W.
- Sat 07:30Asked for a photo of the router · waiting on customer
- Sat 11:30Grace sends the photo
- Sat 14:00Line fixed · resolved
Three clocks on every ticket. Set per policy.
First reply, next reply and resolution. A policy matches a priority, a category or a customer segment, and keeps its own business clock.
| Priority | First reply | Next reply | Resolve within |
|---|---|---|---|
| Urgent | 15 min | 30 min | 4 h |
| High | 30 min | 1 h | 8 h |
| Medium | 1 h | 2 h | 1 day |
| Low | 4 h | 8 h | 3 days |
Sample targets. Every value is yours to set in Support Setup.
Warned before it’s late, raised when it is.
Tickets inside your due-soon window (60 minutes unless you change it) move to Due soon and can raise an at-risk alert. If a target is still missed, an escalation rule raises the level and notifies a person or a group.
Who gets the next ticket? Try it.
Pick how the queue assigns, then send tickets in. Joy is away and Brian is at the cap of 8, so they’re skipped.
Targets & routing questions.
What team leads ask before they set targets for their queue.
Ask ACT, running on this site, or bring your current targets to a 20-minute Workflow Review.
A first-reply, next-reply and resolution target for each policy. A policy can match a priority, a category or a customer segment, so business customers or billing questions can have their own targets.
Only if you want them to. Turn on business hours for a policy and the timers count your working hours, holidays and special days only. A policy for business customers can count around the clock.
With “pause while waiting on the customer” on, the timer stops when the ticket is waiting on them and starts again when they reply.
Tickets inside your due-soon window move to the due-soon view and can raise an at-risk alert. When a target is missed, escalation rules can raise the ticket a level and notify a person or a group.
Each queue chooses least busy, take turns or leave in the queue. Auto-assignment only goes to people who are available, online and under the queue’s cap. Routing rules can send tickets by channel, by words in the message or for a specific contact, with a fallback.
Hit your targets without watching the clock.
Tell us your hours, your teams and the promises you make customers. We’ll set up the policies, queues and escalations.