Vivienne Lam

Hi Mei-E,

Oh that’s good to hear. But just to clarify that FRT for messaging is now accurately counted? I remember it wasn’t accurate as it wasn’t counted as a public reply? For FRT in seconds, when does the team expect to have it available on Explore? Are there plans to roll our FRT for FB messenger and other social media DMs?

I hope that we get the first reply time metric for messaging and social media messaging. We need this metric at least to be able to measure our efficiency especially as customers are slowly shifting away from emails to messaging/social media DMs.