Rules: Allow elapsed time to be calculated based on the first message

When using an SLA rule which labels conversations based on the elapsed time, the timer resets after every message the customer sends. This means that the SLA isn't calculated based on the first message, but if a customer sends more messages (such as "???" which often happens on social channels when the customer doesn't receive a reply fast enough), the SLA will always be calculated based on the most recent message. 

Adding the condition "is first message" doesn't work in this case.

 

NOTE: This feedback has been shared by other customers internally, sharing in the community for transparency.

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  • This is something we'd really like for a feature for performance analysis. We've tried alot of workarounds but none have worked so far. If there's anyone who has a similar case and has come up with a solution, I'd love to hear it.

    Currently we sort conversations from "oldest to newest", but if someone responds with - for example - "Hello?" then the conversation will be put at the end of the list again. Especially when handling high volumes this can be problematic for both customer experience and for ourselves in finding the "old" messages between the "new" messages.

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