Service-policy design
WhatsApp response time vs resolution time
Choose first-response-only or response-plus-resolution tracking. See when a reply stops a clock, how closure works and what managers should review.
How it works in your operation
A quick reply and a completed request answer different questions.
“We are checking” tells a customer the team has seen the message. It does not confirm a delivery, restore a service or answer a commercial question. Choose the service policy around the commitment: Bow Chat supports first response only, or separate response and resolution tracking for selected WhatsApp groups.
Illustrative timeline: replied on time, still unresolved
A customer asks for a delivery update at 09:00. In this example, the team has chosen a 15-minute reply target and a two-hour completion target. Staff reply at 09:08, so first response is complete. Under response plus resolution, the request remains open until its configured closure action. If enabled, a staff promise can update the resolution deadline. These are teaching values, not a Bow Chat service guarantee or a recommended target for every team.
- First response only
- EffectThe recognized staff reply completes the request.
- What to reviewChoose this when acknowledgement is the commitment being measured.
- Response plus resolution
- EffectThe reply stops first response; completion needs the configured closure rule or administrator action.
- What to reviewRead unresolved work even when the response metric looks good.
- Related follow-up
- EffectThe opening message remains the request anchor according to grouping policy.
- What to reviewDo not silently restart the customer’s wait because another message arrived.
- Start new request
- EffectSeparate an independent issue from the earlier request.
- What to reviewCheck that the new issue has not inherited an unrelated closure.
- Changed closure keyword
- EffectApplies to new staff messages rather than automatically closing historical work.
- What to reviewUse Resolve for an older request that is already complete.
Agree on the definition before choosing the target.
- 01Select the customer groups and review participant mapping. A reply counts according to the configured staff/customer rules.
- 02Choose first response only or response plus resolution for the actual commitment. Set the windows explicitly rather than copy a competitor’s benchmark.
- 03For resolution tracking, choose clear completion phrases, an administrator Resolve process and any enabled promise extensions. Avoid using an acknowledgement as a completion phrase.
- 04Configure response and resolution alerts separately. Review a normal request, related follow-up, new issue and overdue request with the escalation owner.
Use each missed clock to choose a different intervention.
No first response usually calls for coverage or triage. An overdue resolution after a prompt reply calls for an operating answer: a dependency, decision or customer clarification. Review the opening message, latest staff update and actual due time before changing the policy. A consolidated alert digest changes delivery of alerts, not the underlying service obligation.