Is it possible to start counting the first response time from the moment on the user writes something in the chat and no longer interacts with the bot?

  • 26 October 2022
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Hi Intercom Team, our customers can operate with a chat bot before they ask us their first question. For the first response time however intercom is counting the time from the point in time the user first opens the chat. We would like to adjust it to the time the user asks the first question - so the first time the user is not interacting with the bot anymore. is that possible? 😊 And if yes how can we adjuts this in our steering board. Thank you for your help in advance! Kind regards


Best answer by Daniel M15 3 November 2022, 18:14

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Hey @moss​! Daniel from Customer Support Engineering here 🔧 


At the moment, we calculate FRTs from when the user initially writes in. If they are coming through a bot, this will always be the time at which the counting begins. It isn't possible at the moment to edit your FRTs to exclude certain messages, such as those created when a user goes through a bot. If this is something that you'd like to see implemented in the future, make sure to drop it in our Product Wishlist Group 😊