If you miss important customer queries or requests often, AI flagged messages is for you. You can now view AI flagged messages, reply or create a ticket to unflag them and automatically neasure first response times.
There are 3 ways to unflag an AI flagged message -
Replying to the message - when a user replies to the message via Periskope or a contact marked as “internal” replies to the message via WhatsApp, the message is automatically unflagged
Creating a ticket - when you right click and create a ticket out of a flagged message, the message is automatically unflagged
Manual unflagging - you can simply right click on the message and choose “unflag” to manually unflag a message
When a user replies to a flagged message via Periskope, the first response time (FRT) is calculated as the time between the incoming flagged message and the user reply. FRT is not calculated when a user replies direcly from WhatsApp.