By default, Crisp shows statistics on your support response time in the live chat, before you reply to a user message. Below is an example of how it looks for the end user.

How to disable the average response time on your live chat?

Here is how to proceed:
Go to your Crisp dashboard
Head over to the Settings from the bottom-left icon
Navigate to Settings > Chatbox Settings > Chatbox Behaviour
Enable the Show activity metrics in the chatbox (eg: mean time to reply) option

How to improve average response time?

Average response time is one of the most important metrics for your business. Especially if you're willing to make customer service one of your assets. Hiding average response time is not a good answer to your reactivity.

Here is some advice we can give you to improve your average response time:
Create a chatbot that will handle conversations when you can't (when you leave the office for example).
Analyze your analytics (available from the Essentials plan) to understand where your response time increases .
Improve internal collaboration by using private notes & mentions .

There are many other solutions, feel free to have a chat with us so we can give you our best advice.

Replacing the message

You can also replace this message and set your own. This can allow you to set a custom message, or simply change the response time displayed there. Note however that this is only possible on the Mini , Essential and Plus plans.

To do so, you'll need to head over to Plugins > Customization and look for the Header: ongoing status metrics message inside of the Main texts section

Updated on: 04/11/2024