Response time tracking
How long do your WhatsApp leads wait for a reply?
See the median first reply, the chats nobody answered and how many leads you won, for the agent and for each person on your team.
- Median first reply4mThe usual wait
- Average first reply37mA few slow ones pull it up
- Unanswered3Wrote in, never heard back
- Sent by the agent61%The rest typed by your team
Six reports
Understand how fast your team answers
01First reply
See how long each lead waited for a first reply.
A customer who waits an hour for your first reply has often asked someone else by then. Pick the dates and see the median and the average first reply. The median is the usual wait. The average shows when a few slow chats drag it up.
- Median and average first reply
- The average reply through the whole chat
- By number, by person or by campaign
- DatesLast 7 days, every number
- Median first replyThe usual wait4m
02The slow ones
How many waited under two minutes, and how many over an hour.
A good average can hide slow replies. Each chat falls into a band, from under 30 seconds to over an hour, and you see the share in each.
- Seven bands, under 30 seconds to over an hour
- The slowest first replies, listed
- Chats opened by hour, so you see the busy times
- Under 30 secondsBand 1 of 738%
03Nobody answered
Find the chats nobody answered.
The lead nobody answered is the one you never hear about. Reports count the leads who wrote and never got a reply. The Needs you filter in the inbox shows who's still waiting right now.
- Unanswered leads, counted
- The Needs you filter shows who's waiting right now
- A reply clock on every waiting chat
- UnansweredWrote in, never heard back3
04Agent or person
Who answered: the agent or a person.
You want to know what the agent carries, and what your team still types. Messages sent are split by who wrote them: the agent and your workflows, or a person.
- Sent, by who wrote it
- Received and sent, for each number
- Per person: chats opened, closed and their first reply
- Sent by the agentAnd your workflows61%
- Typed by your teamThe rest39%
05From new to won
See where your leads drop off.
Plenty of leads reply, and fewer book. The funnel shows how many reached each stage: new, replied, booked, won or lost, with conversion, drop-off and how long each takes.
- Where each lead is now
- Time to won, and time to lost
- How long a lead usually takes to close
- NewWrote in120
06Your team
Spot who needs a hand, without the spreadsheet.
A slow week for one teammate is easy to miss. The team report labels each person On track, Monitor or Needs attention. It flags a first reply over twice the team's median, three or more chats late right now, and more than a quarter of their open cards gone stale.
- Each person's first reply, against the team's median
- Chats late right now
- Too few leads to judge? It says so
- Team median first replyLast 7 days4m
- HafizNothing late, cards up to date3mOn track
And the rest
Goes well with
Find out how long your leads wait.
Link your number, and every chat from then on counts.
30 minutes. You choose the day and the time.
Before you read the numbers
What counts as a first reply?
The first message from you, your team or the agent that answers a lead's message. The time is how long they waited for it.
Yes. You can see the agent's messages and your team's apart, so you know who's carrying the chats.
The median first reply and the unanswered count. If the median creeps up, or unanswered isn't zero, someone's waiting too long.
Yes. Filter any report by person, or read the team table for each person's chats and first reply.
Yes. Download any report as a CSV.
No. The numbers are your own. There's no figure from other accounts to compare against.
There's no public price for the AI agent yet, so you'll get a price for your team on the walkthrough.