When a new customer is given to a seller, a clock starts. The seller must send a first answer before it runs out (2 minutes by default). After the warning minute the countdown turns red. If time runs out, the chat moves to the next seller and is noted as a late move.
Where to find it
The countdown shows at the top of the chat in Admin › CRM › Inbox › Inbox, and as a red box on any admin page. The owner sets the minutes in Admin › CRM › Inbox › Inbox settings › 2. Rules.
How it works
- The clock starts when the chat is given to you, or when the customer wrote, whichever is later.
- At first a yellow bar with a countdown shows at the top of the chat.
- After the warning minute (1 minute by default) the bar turns red. A red box with the countdown also appears on any admin page you have open, with a short beep, and a browser notification if you allowed it. Press Reply now to jump to the chat.
- At zero (2 minutes by default) the chat moves to another seller, by the same sharing rules. The chat's history says Late — not answered in time.
- After too many moves (3 by default) the chat stops moving. It is marked Escalated and waits for the office. If Telegram alerts are connected, the owner gets an alert.
Example. At Rangdhanu Fashion a customer writes at 3:00. The chat goes to Mitu. At 3:01 her countdown turns red. She does not answer, so at 3:02 the chat goes to Rafi, and his clock starts.
Good to know
- Only new customers have a clock. It runs until a person sends the first answer.
- Once answered, the customer stays. After the first answer, that customer is the seller's for good. Later messages come back to the same seller with no clock. They move only if the office moves them, or if that seller stops work.
- What stops the clock. A text, a photo or file, or a WhatsApp template sent by a person. Automatic answers (welcome, away, word answers) do not stop it.
- When nobody else can take it, the chat stays with you and the clock keeps being checked.
- Breaks do not stop it. A new customer given to you before your break keeps their clock.
- Late moves show in the Inbox performance report as chats moved away from each seller.
- The owner can set the moving time to 0, and then chats never move by themselves.
Common problems
- My chat disappeared from my list. It moved to another seller because the clock ran out. Answer new customers within the time.
- Chats keep landing in Escalated. Too few sellers are answering in time. Add sellers, or give them more time in 2. Rules.
Related
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