Visitors using live chat expect something quicker than email. What counts as fast depends on your business, so we will not quote you a magic number. Instead, measure where you are and aim to get better.
Measure your starting point
Reports in Orbis Chat show first response time, overall and per agent, along with chat volume by day. Look at the figures over a few weeks before you change anything.
Be honest about availability
A chat button that says "online" with nobody there is worse than no chat at all. Set business hours that match your real cover. When you are closed, the offline form takes a message and creates a ticket.
Make sure people see new chats
- Turn on browser notifications and sound.
- Install the agent web app on the devices your team uses.
- Agree who is covering at which times, particularly over lunch.
Send chats to the right people
Departments and round-robin routing share chats between those online, so that one person is not left dealing with everything. Automation rules can tag or assign a chat according to its keywords.
Reduce the typing
Shortcuts save time on the questions you get every day. AI-drafted replies give agents a first version to approve. Read our guide to shortcuts.
Answer the question before it is asked
A good help centre, with search inside the widget, means fewer chats to begin with. The AI bot can answer common questions from it when you are busy. See how help centre self-service works.
Say hello, even if you need time
If a question needs checking, say so: "Let me check that for you, it will take a couple of minutes." People are generally happy to wait when they know someone is on it.
Frequently asked questions
What is a good live chat response time?
It depends on your business and your customers. Aim to reply as soon as you reasonably can, and use your own reports to check that you are improving.
Should every agent have a target?
Per-agent reports can help you spot who needs support or a better share of chats. Use them to improve cover rather than to compare people unfairly.
