Saved replies, teams and timers

Answer faster and never leave a customer waiting.

Saved replies

1. Open Channels › Saved replies and add answers you type often.
2. In the Inbox, click a saved reply above the reply box to insert it. You can edit it before sending.

Teams

Under Routing and timers, create teams such as Sales, Support and Billing and add people. Chats are shared in turn, or to whoever has the fewest open chats. Turn on "Ask visitors who they want to talk to" to show the team names as buttons.

Response timers

Waiting chats show a timer at the top of the Inbox. It turns amber, then red. At the alert time your team gets a phone alert and, if connected, a Slack message.

Team report

Team report shows, per person, chats handled and closed, the typical time to first reply, late replies and the average rating.