Why is First Response Time important in customer support?

First Response Time is important in customer support because it helps teams deliver better service, improve response times, and maintain consistency across channels. Understanding first response time enables support teams to communicate more effectively and implement industry best practices.

How does First Response Time relate to unified inbox software?

In unified inbox platforms like Converge, first response time plays a key role in managing customer conversations across WhatsApp, Telegram, Instagram, Messenger, and other channels. A proper understanding of first response time helps teams configure their support workflows effectively.

What is First Response Time? | Customer Support Glossary

First Response Time

Converge Team

• Updated January 26, 2026

The time between a customer's initial contact and the first agent response

Understanding First Response Time

First Response Time is a key concept in customer support. Understanding this term helps teams communicate effectively and implement best practices.

In modern customer support, first response time plays an important role in how businesses interact with customers across channels like WhatsApp, Telegram, and Messenger.

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How Converge Helps

Converge provides tools for effective first response time in your support operations.

✓ Unified inbox for all channels
✓ Team collaboration features
✓ $49/month flat pricing

First Response Time

Understanding First Response Time

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How Converge Helps

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