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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / WhatsApp - Best Practice
Service | Customer Service, Contact Center, Fie...
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WhatsApp - Best Practice

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Posted on by NG-10111705-0
Hi all,
 
We are just starting out with WhatsApp support in Dynamics Customer Service Workspace and we are unsure how best to handle the below, does anyone have any tips / real-world feedback please?
  1.  How quickly would you expect an agent to respond to a customer message? 
  2.  How long should agents wait for a customer response before closing a session?
  3.  What recommendations on using automated responses, i.e. greetings, requesting for further information in a structured format?
Many thanks!
Nathan
Categories:
Dynamics 365 Customer Service
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