@jd1 No problem at all, you can customize the reply time via the left sidebar then Messenger & Omnichannel > Conversations 

Inside you’ll see options for customizing the reply time

 

Depending on the plan you are on, you can also set reply time by team in the Settings > General > Teams & Roles area

 

And about pre-assignment, in Settings > Inbox Settings > Workload management you can decide which team gets initially assigned on all conversations, plus Automation will allow you to set other rules for assigning based on the messages or other variables. 

 

Hope this helps!

Hi @jd1 

Jennifer here from Intercom

You can also turn that feature off in the Basics Bot menu under the "Share your typical Reply Time" section for Users and Leads separately.
 

Hi @jd1 

Jennifer here from Intercom

You can also turn that feature off in the Basics Bot menu under the "Share your typical Reply Time" section for Users and Leads separately.
 

 

Good catch @Jennifer K  I forgot to mention the most important part -- you can turn it off in the other view, for some reason I thought turning it off was in the same area and missed that!

@jd1 I personally wouldn’t recommend turning it off though, people like to have an expectation of when they will hear back so I usually recommend tweaking it to project a better estimate even if you have to make it not  dynamic. It can impact new sales as well because it may seem like you aren’t responsive if they can’t see that info.  There’s a good reason this has been added to Facebook, Google and other places we contact people as well because it’s very comforting as a customer to have a good understanding of how quickly to expect a response and honestly it’s good for business too… to set proper expectations.  

Just thought it might be helpful to share that additional context. But it could be for your business this doesn’t have a major impact, depends on the customer needs etc. 

Thank you both for you help on this!

Unfortunately after playing with these settings we are still seeing the reply time.

We would like to show a ‘reply time’ message for some teams but not before the inbound message has been triaged by the workflows we have. These workflows send the user to a relevant team depending on their query e.g. 1 team may be 30 mins response time and another may be 24 hours so by showing a generic 2 hours before the user sends a message is slightly misleading.

I have attached a screenshot of what it looks like on the ‘Home’ screen - we would like to only display reply time once a user has been assigned to a team. I hope that makes sense!

@jd1 wondering if you turned the reply time settings off for both leads and users? There's a toggle on the screen @Jennifer K pointed out that allows you to set this independently for both types of users.

I'm actually not sure if you can turn it off for certain teams and on for others but I definitely understand not wanting to set the wrong expectations until you know what type of request it is. But it would be great to set it to match your SLA for your clients.

Jennifer may be able to confirm if that's possible, let me know if this helps turn off reply time in the meantime.  I'll try to experiment and see if showing the team reply times is possible after turning off the default reply time.

Thanks Nathan - unfortunately we’re still seeing this message and have turned off reply times for both users and leads on the bots.

It appears that the driver of the message we see is the ‘share your reply time’ in ‘Conversations’ but I can’t see a toggle here to turn it off completely or to change it to a text based input e.g. ‘As soon as possible’

@jd1 that's strange, I'll try to test this out today in my setup to see if I can reproduce the issue.

The only thing I can think is, could it be cached?

If you change the setting does that message change?

@Nathan Sudds  and @Jennifer K , The setting you’ve been talking about under “Basics” is actually an automation that sends a message showing the reply time.  In contrast, what @jd1 is complaining about is not an automated message, it’s the display at the top of every message.  It shows up in two places: in the inbox (where you can send a new message) and at the top of the screen.  It’s true that you can customize the expected time, but you can’t turn it off.  Very annoying, as I’m powering my chat with a bot so the response time is always immediate.  Also, the bot is supposed to be a single entity, not a team, so it feels off-putting and off-brand to say “us” and “we”.  I would like to remove it altogether, but at the very least change “us” to “me” and “We” to “I”.  See attached.

@Jessica AI interesting points for your use case for sure!

You may want to add some feedback to this recent thread where the Intercom team is working on making some of these default messages more customizable.

Hopefully some of the new updates will address your use case as well.

I'm not sure if it's possible to change that message right now but I thought there was a way to override it in the past.