Articles on: Customization

How to prevent displaying chatbox average response time?

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.

Response time in the chat box header

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

Disable: Show activity metrics on the chatbox

Here's how to proceed:

Login to:
Go to your website settings: click on the "Settings" icon on the left sidebar, then click on "Website Settings" and select the target website in the list and click on "Settings"
Select Chatbox & Email settings
Go to "Chatbox behavior"
Disable: Show activity metrics on the chatbox
It's auto-saved

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 Unlimited 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.

Updated on: 16/08/2022

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