Hi @User1003! I am adding to the chat some of our Community Super Users and Experts in case they can advise or share any thoughts on that  cc @Nathan Sudds @Milan @Kevin Bendixen  @Joseph S. 

@User1003 hi!

The writing below the “Send us a message” depends only on global office hours. The Team office hours have no effect until the conversation is started and assigned to a team. 

Why don’t you set global office hours to be “Every day 12am – 11:59pm” and then it would say “We will reply as soon as we can”? And then when the conversation starts, and it is assigned to a proper team, they will get a more precise expectation when they will be served based on the team they were assigned to. 

@User1003  I tend to agree with @Milan ‘s comments here the key thing is changing your main office hours to reflect that you generally are trying to be available 24 hours a day for customers but have different teams who do that so the office hours should reflect that and then the messaging should be more accurate.  Is that what you are doing?  Or is it that different teams handle different markets language wise and you are offering different support hours from those different teams based on languages and time zones?  If that’s the case there may not be an ideal solution other than the “reply as soon as we can” but maybe the other option, I mention below is viable for setting up the SLAs so any region is at least getting a sense of your overall response time before they contact you and get assigned to a team.  

Also you have the option to configure your availability message as well to something that reflects your SLAs or the expectations you would like to set with users outside of the dynamic response times -- that may be a good option as well, although dynamic is nice when it makes sense you could set it manually that might be more accurate or the expectation you want to set no matter what Intercom might calculate. 

I haven’t needed to do this but I do wonder if there’s a way to get the team assigned before they see this message via language or some other method -- so that the response time is more dynamic from the beginning by identifying the team who requests would be going to before they open the messenger but if the Intercom team is saying it’s not possible -- maybe it’s not?  But, I’m more curious now if maybe there’s another workaround. 


 

Thank you all for your help, this is really useful and I will explore these solutions. 

@Nathan Sudds You’ve summed it up well, we have different teams that handle different markets in different languages and the support is based on the users time zones. 

This was my hope ^^, I was surprised it didn’t do this automatically, but I’ve been told isn’t an option. We use Intercom behind a login page so we have already captured all the details needed in order to divert the chats, but Intercom says that we are unable to show anything but the default hours before the chat has started. 

I will explore these suggestions, if anyone else has any other work arounds, they are also very welcome. I thought there must be a few people out there who are trying to use Intercom in a similar way to us