Conversation Window:
Conversation window time refers to the specific duration during which an agent or staff member can send messages or respond to a particular ticket. This time frame is typically defined to ensure timely and efficient communication with customers or clients. Each channel has a different response window.
Conversation Window for Channels:
For WhatsApp, you have a 24-hour window from the ticket open time to send messages or reply.
For Facebook and Instagram messages, you can send messages or reply within 7 days from the ticket's open or creation time in the helpdesk.
There is no specific timeline for replying to emails and Facebook/Instagram comments, you can respond at any time.
Once the allotted time is over, the helpdesk will display "Reply is disabled," indicating that responses are no longer allowed.
You can view the timeline for each channel in the reply console, which displays the date and time until which you can send messages or reply to tickets.
FAQs
1) How is the conversation window time calculated?
The conversation window time is calculated from the moment the ticket is opened or when new tickets arrive in the help desk system.
2) Can the conversation window time be extended?
No, once the conversation window time has elapsed, you cannot extend it.
3) Are there any exceptions to the conversation window time?
There are no exceptions for WhatsApp, Facebook, or Instagram messages. However, for emails and Facebook/Instagram comments, you can respond at any time, as there is no specific timeline.
4) Can I re-enable replies for a ticket if I need to respond after the conversation window has expired?
Once the conversation window has expired, replies cannot be re-enabled for that ticket. It's essential to respond within the allotted time to ensure customer satisfaction. However, you can use predefined templates to re-initiate conversations.
For further assistance or to raise feature requests related to conversation window, please contact [email protected]