Chat Timetables

How long do I have to accept, answer, and resolve chats?

Sammi Frost avatar
Written by Sammi Frost
Updated over a week ago

For more information on the basics of handling chats, check out this article. If you're eligible to receive chats, you'll also have a Live Chats Basics course on your Dashboard to give you an overview of how Live Chats work on the SimplrFlex platform.

Chat Timers

To keep all of the information below easy to remember, the platform displays timers directly inside the platform. This should help ensure you provide an excellent experience for the customer and prevent you from losing a chat from taking too long.

How long do I have to take a chat? 

Experts have 20 seconds to take a chat before the chat is reassigned. 

How long do I have to send the first response? 

After taking a chat, it will be reassigned if the first response is not sent within 3 minutes.

How much time do I have to reply to a customer’s response? 

Each time a customer replies after the first response, the Expert has 3 minutes to respond to the customer. If the Expert has not replied or solved the chat after 3 minutes, the chat is reassigned. 

What if a customer does not respond? 

When asking for more information from a customer, if the customer does not respond within 48 hours the chat will automatically close.

When should I hit the "resolve" button on a chat?

Check out this article for more information about the "resolve" button and when/how to use it.

Why can't I use the "resolve" button on some chats?

For some of our integrations, Experts cannot use the resolve button to ensure the customer has a great experience. In these cases, the customer has a button they can use to end the chat OR we will automatically end the chat if the customer leaves.

In these cases, as soon as the customer leaves or ends the chat, you'll receive a notice and the chat will disappear from your queue, but you'll still be paid.

What about emails?

Emails are handled differently on our platform. Please review this article for more details.

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