How to hide the estimated response time from the chatbox

This article explains how to hide or customize the average response time shown in the Crisp chatbox.

Crisp can display activity metrics in the chatbox, such as the expected reply time, before your team replies to a visitor. You can hide this metric or replace the wording with a custom localized text.

Hide the average response time

The average response time is controlled by the activity metrics option in the chatbox appearance settings.

Average response time shown in the chatbox

To hide activity metrics from the chatbox:

Go to Crisp
Open Settings → Chatbox Settings → Chatbox Appearance
Find Show activity metrics in the chatbox (eg: mean time to reply)
Turn the option off to hide the metric, or on to show it again

Manage activity metrics in chatbox appearance settings

Replace the message text

If you want to keep the metric area but change the wording, open Settings → Chatbox Settings → Chatbox Appearance → Chatbox Theme → Advanced Chatbox Customization.

Use the search input to find Header: ongoing status metrics, then edit the text. You can also add locale-specific versions if your chatbox supports multiple languages.

Improve your response time

Hiding the metric can make sense in some setups, but improving the actual response time is usually better for the visitor experience.

Good ways to reduce response time include:

Use Hugo AI Agent → automate simple conversations when your team is away or busy
Review analytics → identify moments, topics, or channels where replies slow down
Improve collaboration → use private notes and mentions to route questions to the right teammate faster

You can also build workflows to collect information or guide visitors before a human operator replies.

Updated on: 03/05/2026

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