Question

Will there ever be a way to set wait times as business days not just days? Best practices on wait times in series?

  • 14 December 2022
  • 4 replies
  • 40 views

Userlevel 2
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We are B2B so it's really challenging to set appropriate wait times without being able to do business days only. Does anyone have any rules of thumb or ways to calculate so that timing makes sense?


4 replies

Userlevel 2

Hey @erin k​! Daniel from Customer Support Engineering here 🔧 

 

At the moment, it's not possible to set your reply times per day, but just to share your typical reply times. Your reply time will always be the same time when shared to a user. You can of course make use of our office hours feature so your customers know when you are online. If this is something that you'd like to see implemented in the future, make sure to drop it in our Product Wishlist Group 😊

Userlevel 2
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Hi @daniel m15​ - this is actually in reference to wait times in series, or using a wait block in a series. Not reply times in the messenger.

Userlevel 2
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Hi @daniel m15 (Intercom Expert) (Intercom Employee)​ - this is actually in reference to wait times in series, or using a wait block in a series. Not reply times in the messenger - this has nothing to do with office hours or typical reply times.

Userlevel 2

Thanks for clarifying @erin k​. We don't currently offer a way to change the behaviour of wait times based on the day of the week; the wait blocks will always act the same on any given day and we don't actively track the current day. Feel free to drop this into our Product Wishlist Group if this functionality is something you'd like to see in future!

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