Routing and response times
Two settings under Routing and response (Setup) keep every traveller answered on time: who gets each new conversation, and how long a traveller may wait. An owner changes them; everyone sees the result in the inbox.
Response time targets
Choose how long a traveller may wait for the first answer in a new conversation, and for later answers in the same conversation, from 5 minutes to a day. Tick Count office hours only and set your time zone, hours and working days: a message that arrives at night is then due the next working morning.
In the inbox
- Every conversation where a traveller waits for you shows how long: green while there is time, amber when the time is nearly up, red when it is late. The same appears at the top of the open conversation.
- When some are late, a red bar at the top of the list says how many. Click it to see only those.
- The clock stops as soon as anyone answers: from Fareply, an automatic reply, or the WhatsApp or Messenger app itself. Closing the conversation stops it too. The welcome message for ad leads does not count as an answer.
When an answer is late
Fareply sends one email per wait, to the person the conversation is assigned to (or the owners when nobody has it), to the owners, to both, or to nobody: you choose. Connected tools can also receive the Waiting too long event (see Connect Fareply to Zapier, Make or n8n). Reports shows the share of conversations answered within your target.
Automatic assignment
- Choose In turn (each new conversation goes to the next person) or Fewest waiting (to whoever has the fewest travellers waiting for an answer).
- Tick the teammates who should receive new conversations, and click Save.
A conversation that nobody has is assigned as soon as the traveller writes. A conversation that is already assigned is never moved. Someone who is Away gets no new conversations: each person can switch between Available and Away at the top of the inbox, for example at the end of a shift, and an owner can do it for anyone on this page.