Agent Response Time for WeChat Messages in Zendesk
How long do agents have to respond to WeChat messages in Zendesk?
Agents have a 48-hour window to respond to WeChat messages. This means that once a message is received from an end user, agents must reply within 48 hours. If they fail to do so, they will be unable to respond until the end user sends another message, which resets the 48-hour window.
This rule is enforced by WeChat and applies universally to all WeChat accounts. It's important for agents to be aware of this timeframe to ensure timely communication with users. For more details, you can refer to the originalZendesk help article.
More related questions
What happens if an agent doesn't reply to a WeChat message within 48 hours?
If an agent doesn't reply within 48 hours, they lose the ability to respond to that message. The agent must wait for the end user to send another message to restart the 48-hour window. This limitation is set by WeChat and affects all accounts. It's…
How does the 48-hour rule for WeChat messages work in Zendesk?
The 48-hour rule means agents must reply to WeChat messages within 48 hours of receiving them. If they don't, they can't reply until the user sends another message. This rule is a WeChat policy and applies to all accounts. Each new message from the…
Can agents reply to WeChat messages after the 48-hour window in Zendesk?
Agents cannot reply to WeChat messages after the 48-hour window has passed. They must wait for the end user to send another message to reset the window. This restriction is imposed by WeChat and affects all accounts. It's important for agents to be…
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