When a customer contacts your company, Zenvia Conversion Bots sends a message to communicate the expected response time. 🤖

This way your business can provide real information about waiting times, which creates a better experience for the customer.

To use this feature, go to Conversational Channels, select the channel you want (WhatsApp, Facebook Messenger or Instagram) and activate the option "Share your typical response time":

How we calculate your agents' response time

At Zenvia Conversion we calculate response times using the median because we believe that this provides results that are more in line with day-to-day reality, taking into account that it avoids samples that are less representative but extreme and seriously affect the average.

The response times are divided into 5 groups:

1 - If the median response time of your agents is 0 - 50 minutes, the bot will round to the closest 5, 10, 15, 20, or 25 minutes (up to 50) and will respond the following:

We typically reply within X minutes.

2 - If the median response time of your agents is between 50 and 70 minutes, the bot will send the following message:

We typically reply within an hour.

3 - If the median response time of your agents is between 70 minutes and 20 hours, the bot will round in periods of 1 hour.

We typically reply within X hours.

4 - If the median response time of your agents is between 20 and 28 hours, the bot will send a message stating that your team responds in less than a day.

We typically reply within a day.

5 - If the median response time of your agents is more than 28 hours, the bot will send a message stating that your team responds in a few days.

We typically reply in a few days.

For example, if the samples taken from customer responses in minutes were:

5, 6, 7, 6, 45

We see that the first 4 samples are quite similar but, in the last one, for some reason or atypical cause, one of the advisors took too long.

Calculating the median, that sample would not affect the times, while the mean would seriously affect the response times.

Note: Response time is determined by the median response times in the last 7 days. If fewer than 5 conversations started in the last 7 days, the last known response time is used.

Also, it is important that you know:

• For lines without previous use, this message is not sent;

   

• Only the first response to a conversation is computed;

   

• Replies from bots and automated messages don't count;

   

• When the Business Hours feature is used, calculations will be performed only within business hours. That is, the response time will ignore delays outside of business hours and will only start counting once business hours begin;

   

• When your advisor or group is outside the office hours configured in Zenvia Conversion, the bot will not send this message, but the client will receive the automatic away message.