Hello everyone
How are you?
I came up with an idea that is linked to the last time the customer saw our message and that this information can be visualized when we put the mouse cursor above the word "seen" next to the time of how long ago we sent a message because if we place it we see what time the message was sent.
I understand that you can also see the last time the customer opened the App in "last time on android/ios"
Hope you like it, attached reference screenshot.
Best regards.
+7That’s a good idea, and it should not be that hard if Intercom keeps the date stamp of this activity rather than just a flag seen/not seen.
It could even become automatically trackable attribute “Last online message seen at” as we already have “Last opened email at”. And this new attribute could differ from “Last seen at” because there could be cases when user comes online but does not open a chat message.
+6This is a smart suggestion! Showing the exact time a message was last seen when hovering over "seen" would give agents more clarity and help prioritize follow-ups effectively. Adding it without cluttering the interface keeps it user-friendly.
+2It would be amazing to see this, and even have a way to report it, so we can understand the average time between sending a response and the customer actually reading it.
This way, we can better estimate the time to close for support teams, as we often calculate an average handling time but don’t really know how long it takes for the customer to view an interaction and respond effectively.
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