Free tool, no account needed
Speed to lead calculator: how long your enquiries really wait for a first reply
Put in when each enquiry came in and when you first replied. You get the median, the average and the longest wait.
Put in when an enquiry came in and when you first replied.
See the agent answer a price questionTen chats, two times each
Open WhatsApp and scroll back through last week's new enquiries. The times are beside every message.
- 01For each new enquiry, put in the time their first message arrived.
- 02Put in the time you first replied, and tick Next day if it was the day after.
- 03Add a target if you have one, like 15 minutes, to see how many enquiries waited longer.
How the numbers are worked out
Every figure comes from the times you put in. There are no industry averages in it.
Each wait is your first reply's time minus the time their message came in. A reply the next day adds 24 hours.
The median is the middle wait when they're put in order. One very slow reply doesn't drag it up.
The average is all the waits added up and divided by the number of enquiries. A single long wait pulls it up.
The longest wait is usually an enquiry that came in after you'd closed. That's the one to look at first.
Why the median and the average disagree
If your average is far above your median, a few enquiries waited much longer than the rest.
Say nine enquiries waited 10 minutes each and one waited 11 hours.
The median is 10 minutes, because the middle enquiry waited 10 minutes.
The average is 75 minutes, because the 11-hour wait adds 660 minutes to the total.
Both are true. The median is your usual day, and the average shows what the long waits cost you.
When the long waits keep coming back
Palby AI Agent, which we make, answers enquiries in your words on your own number.
- It answers enquiries in your words, from your price list and website
- It books the good ones into your free times and hands the hot ones to a person
- Quiet hours run from 11pm to 9am unless you change them
- Reports show your median and average first reply, split between the agent and your team
Questions
It's how long a new lead waits between their first message and your first reply. The shorter the wait, the fewer leads try someone else in the meantime.
Take the time of your first reply and subtract the time their first message came in. Do it for each enquiry, then take the median and the average. The calculator does the sums for up to 20 enquiries.
Look at both. The median tells you how fast you usually reply. The average shows whether some enquiries are waiting far longer.
The first message a person on your team sent back. An automatic away message doesn't count, because it doesn't answer what they asked.
The one you set and can keep. Put your own target in, and the calculator counts how many enquiries waited longer than it.
It can outweigh the rest. One enquiry left for 11 hours can be longer than all your other replies put together.
Yes, if your chats run through a team inbox with reports. Palby AI Agent's reports show the median and average first reply, reply-time bands and CSV export.
Yes. There's no account to make.
Shorten your longest wait
Work out your wait here. See the agent answer, in a 30-minute walkthrough.
30 minutes. You choose the day and the time.