Introduction

The 24-Hour Window feature is designed to keep agents informed of chat expiration deadlines, helping prioritize responses and avoid missed opportunities. With a real-time countdown displayed on each chat card, agents can quickly identify time-sensitive conversations and act accordingly to meet the 24-hour SLA.

Key Benefits

• Real-Time Tracking: View the time remaining before each chat expires directly in the chat list.
• Clear Expiry Notifications: Chats display a clear “Expired” label once the 24-hour SLA is breached.
• Streamlined Workflow: Agents can focus on at-risk chats, improving customer satisfaction and SLA compliance.

How It Works

1. Countdown Timer:
   

   Each chat card shows a dynamic timer indicating how many hours are left until the chat expires (e.g., “2h”).

   • Chats close to expiring are easy to identify, allowing agents to act promptly.
2. Expired Chats:
   

   Once the 24-hour SLA has passed, the chat card updates with an “Expired” label in red.

   • Hover over the label to see suggestions like sending a template to reopen the session.
3. Pinned Chats:
   

   High-priority or pinned chats also display the expiration timer, ensuring no important conversations are overlooked.

Use Cases

• Customer Support Teams: Prioritize chats nearing expiration to ensure timely resolutions for customer inquiries.
• Sales Representatives: Respond to leads within the SLA, maintaining responsiveness and improving conversion rates.
• Team Leads: Monitor agents’ adherence to SLAs and manage escalations for expired chats effectively.
  

Tips for Agents

• Use Filters: Leverage filters like Unread or Unanswered to focus on high-priority chats nearing expiration.
• Hover for Guidance: For expired chats, hover over the “Expired” label for suggestions on reopening conversations with templates.
• Monitor Notifications: Pinned chats and SLA timers help you stay on top of critical messages without manual tracking.

Troubleshooting

• Timer Not Updating in Real-Time: Refresh the page or check your internet connection to ensure the countdown syncs properly.
• Expired Chats Without Suggestions: Verify if templates are enabled for your account to reopen expired conversations.
• Inconsistent Countdown Display: Ensure that the chat creation timestamp aligns with your workspace’s time zone settings.

Conclusion

The 24-Hour Window feature is your ultimate tool for managing time-sensitive chats effectively. By prioritizing chats with an expiring SLA and taking action on expired ones, you can ensure smooth operations and exceptional customer service.