When a customer waits is one ladder in Account › Notifications. Each step starts only if nobody has answered yet — and a reply from the AI counts as an answer.
The steps, in time order
- Nobody opened the notification — after the time you choose (10 minutes to 2 hours). Tick Remind the agent on their phone and choose how many reminders; each comes twice as late. Under Send the list to, pick who gets an email list of unopened chats — at most every 2 hours, and only in reminder hours.
- No reply yet — after the time you choose. Pick who is told, and Email or App.
- Still no reply — escalation — switch it on to pass the chat on step by step: Give the chat to one agent (the one with the fewest open chats), then Pass it to the next agent (the whole team is notified), then Tell the owners by email. The defaults are 20, 40 and 60 minutes.
- The conversation is still open — after 4 hours, 8 hours, 24 hours, 2 days or a time you choose.
Measuring
- Measure reply times must be on. Switching it off pauses every step from No reply yet on.
- Count business hours only uses each channel’s own business hours.
- If the page says reply times are not measured yet, press Start measuring.
Good to know
- Choose Custom… in any time list to type your own number of minutes or hours.
- Set the reminder hours in the Hours card: Unopened reminders, only between.
- Agents whose phone has not been seen in 7 days are skipped by the escalation.
- The results are in Team › Performance › Response times.