7 ways to reduce first response time

First response time (FRT) is how long a customer waits for any human reply.

It's the metric customers feel most, and it's very fixable.

1. Set up saved replies

Most questions repeat. Saved replies with variables like {{customer.firstName}}

let agents answer common questions in one click.

2. Use macros for multi-step actions

A macro can insert a reply, set a tag, and change status all at once — perfect

for repeatable flows like refunds or password resets.

3. Auto-assign with workflows

Round-robin assignment spreads new conversations across the team automatically

so nothing waits in an unassigned pile.

4. Triage with rules

Route billing questions to the billing team and tag urgent issues the moment

they arrive, before a human even looks.

5. Track SLAs with business hours

Set a first-response target and let overdue conversations surface to the top —

counting only working hours so off-hours email isn't unfairly flagged.

6. Deflect with a knowledge base

Every answer in your help center is a conversation that never reaches the queue.

7. Measure and iterate

Watch your FRT trend weekly. Schedule a report to your inbox so it stays visible.

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