What initiates the timer for chat response?

The timer for chat response is initiated at the moment a customer sends a message. This is crucial in customer service environments, particularly for chat interactions, because it helps establish performance metrics and response time standards. The rationale behind this is that the customer's engagement initiates the need for a prompt response from the agent, making it the key trigger for measuring response time.

While other moments, such as an agent viewing a message or the overall session starting, might seem relevant, they do not accurately reflect the urgency from the customer's perspective. The focus is on when the customer has actively engaged with their inquiry, ensuring that service teams are held accountable for timely communication right from the point of initial contact.