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  • 1.  WhatsApp - Average First Response

    Posted 17 days ago

    Hi All 

    For those that use WhatsApp, I am intrigued to to find out what your average time is to send your first response to each conversation. 

    There's not much research out there that shows what good looks like.

    Thanks! 


    #DigitalChannels

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    Karl Beal
    Digital Content Planning & Implementation Specialist
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  • 2.  RE: WhatsApp - Average First Response
    Best Answer

    Posted 17 days ago

    Hi Karl,

    This is a great question, and I agree that there isn't much consolidated research defining what "good" looks like for first response time on WhatsApp.

    There's actually another Community post that helps clarify exactly what you're referring to in terms of metrics and definitions. In this thread, Genesys explains the upcoming digital message-level metrics, including Time to First Response and First Engagement, which are particularly relevant for WhatsApp and other asynchronous digital channels:

    👉 https://community.genesys.com/discussion/upcoming-feature-digital-message-level-metrics-for-supervisors

    That post helps frame the difference between:

    • time until the agent sends the first message, and

    • time until the customer receives the first engagement,

    which is key when discussing benchmarks for WhatsApp response times.

    It may be useful for the community to align on which of these metrics we're using before comparing averages or defining what "good" looks like.

    Thanks for raising this topic - curious to see how others are measuring and benchmarking this as well.



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    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
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    Original Message


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