Facebook Messenger is changing their policy to reflect people's expectations of faster responses.
Beginning March 4, 2020, businesses will have up to 24 hours to respond to a customer on Facebook M...
Updated 5 months ago
Version 7.0
Blog Post
As a build on the Conversations Awaiting Reply widget described above, here are the steps to add the Responses Times widget.
1) The TAR widget answers the question "Do I need to re-architect my workflow to get ahead of this policy change. Think of this as "Step 1." Simply, it shows how many times in the recent past (in the example I used the prior year) have we exceeded the timing window now allowed? If the answer is "zero" that's great: keep doing what you're doing. But if the answer is "regularly...." then a workflow review is in order.
2) The CAR widget is "Step 2" -- assuming the team has decent performance the CAR widget will show you in real-time if posts are in danger of exceeding the reply window: with that information, a decision can be made to reply "now" or simply close the post.
Following are four screens that show the setup of the Smartview and widgets for the TAR (Step 1) widget view. Setting up the CAR widget is identical, except of course you choose the "Conversations Awaiting Response" widget rather than the "Response Times" widget.
Screen 1: Build the SmartView to isolate FB PMs:
Screen 2: Build the FB PM Widget
Step 3: View the FB PM Widget, and review past performance.
Step 4: If problem responses exist, drill-in to review and determine corrective steps needed, if any.