Response Times

Abbot can automatically notify your Responders when a conversation isn't getting a response quickly enough. You can set two different thresholds for your response times:

• Target - The ideal response time. If a customer hasn't received a response in this time, we'll send a notification to the First Responders.
• Deadline - The longest a conversation can go without getting a response from your team. This could represent a contractual obligation like a Service Level Agreement (SLA). We'll send a notification to First Responders and Escalation Responders when this time has elapsed without a response to the customer.

Configuring a Response Time

To configure a Response Time for a room, you can use the Abbot Dashboard.

Note

You must be an Administrator in Abbot to manage Response Times.

To set a Response Time for a room, visit the Room Settings page. Here you can search for the room you want to manage and click "Settings" to manage Response Times and other room settings.

You can select a time in minutes, hours, or days. Default settings can be set in Room Settings.

Note

The "Deadline" threshold must always be longer than the "Target" threshold.

Notifications

Once you've configured both First Responders and a Response Time for a room, Abbot will start sending notifications. When the "Target" time threshold elapses for a conversation, Abbot will start a group DM with all the First Responders for a room and remind them to respond to the conversation. When the "Deadline" time threshold elapses for a conversation, both First Responders and Escalation Responders are sent a notification. The message will include a direct link to make it easier for your FRs and ERs to respond. The Responders can also use that group DM to coordinate a response.