Understanding Reply Time SLAs in Live Chat
Learn about reply time SLAs in live chat and how they ensure timely responses in Zendesk.
What are reply time SLAs in live chat conversations?
Reply time SLAs in live chat conversations are service level agreements that set expectations for response times.
Admins can enable reply time SLAs from the chat dashboard to ensure that agents respond to chats within a specified timeframe. This helps maintain a high level of customer service by ensuring timely responses to customer inquiries.
More related questions
How is Engagement first reply time calculated when a bot transfers a chat to an agent?
When a bot transfers a chat, the Engagement first reply time is calculated based on the time between the visitor's first message after the transfer and the agent's first response. This differs from assignment or broadcast routing. In more detail,…
Does the Engagement first reply time calculation apply to third-party chat bots?
The Engagement first reply time calculation specifically applies to the Zendesk chat bot, not third-party chat bots. This means that if you're using a third-party chat bot, the calculation for Engagement first reply time might differ. It's…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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Zeffy
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Customer.io($50M+ ARR)
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