Agents can uncover the timestamp of a message by hovering their mouse over the \u2018x time ago\u2019 text located in the lower right corner of the message text box. Here\u2019s what a Sent message will look like normally as well as when an Agent hovers the mouse pointer over it.<\/p>\n
No Mouse Hover<\/strong><\/p>\n Mouse Hover<\/strong><\/p>\n When an Agent hovers over the message, the exact timestamp is displayed for when the message was Sent and delivered to the device.<\/p>\n An in-app message is defined as \u201cRead\u201d when the user opens the Conversation screen. In the Dashboard, you\u2019ll be able to see timestamps for Sent and Read for each Agent reply in a Conversation.<\/p>\n If the user has the Conversation screen open on his\/her device when the message is delivered, then the timestamps for Sent and Read will differ by a second or two. If the user is not in the Conversation screen because he is either in an FAQ article, another section of your app, or outside the app, then the Read status will be calculated and displayed when the user taps the Push Notification or manually returns to the active conversation.<\/p>\n All in-app messages with the \u2018Read\u2019 status will show two checkmarks (\u2713\u2713).<\/strong><\/p>\n Much like the \u2018Sent\u2019 statuses, Agents can view a detailed timestamp by overing their mouse pointer over the text \u2018x time ago\u2019 located in the bottom right corner.<\/p>\n No Mouse Hover<\/strong><\/p>\n Mouse Hover<\/strong><\/p>\n When an Agent hovers over the message, the exact timestamp is displayed for when the message was Sent and Read.<\/p>\n Supporting and marketing your product is centered around the connection you can create with your customer at each stage across their journey. Using Helpshift, you already understand the customer experience by capturing custom behavioral data, location, and device properties. Read receipts are another tool in your arsenal to help you establish your performance goals and deliver help to customers in the best context.<\/p>\n Here are a few ways to turn these statuses into actionable insights:<\/strong><\/em><\/p>\n Agent Staffing:<\/strong> Content Quality:<\/strong> Promote Self-Service<\/strong> If you have not installed the latest SDK, talk to your developer about integrating the most recent release of the Helpshift SDK. Developer Docs HERE<\/a>.<\/strong><\/p>\n![\"image](\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/full_dash_sent_not_hover.png\")
<\/p>\n![\"full](\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/full_dash_sent_hover.png\")
<\/p>\nRead Status<\/h4>\n
![\"full](\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/full_dash_read_not_hover.png\")
<\/p>\n![\"full](\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/full_dash_read_hover.png\")
<\/p>\nHow to Take Advantage of This New Feature<\/h4>\n
\n\u2022 Keep track of the time elapsed between the time a message was delivered to the time the message was opened. Now that you know the average time it takes for Agents to send a message and your customers to see this message, you can optimize your Agent staffing times; for example, you can plan ahead and keep Agents online at the times when customers are most engaged in the conversation.<\/p>\n
\n\u2022 Read receipts are a great way to test the quality of your Agent\u2019s responses. If you\u2019re struggling to improve CSAT on a particular issue, instruct your team to a\/b test different copy in their replies. If you find that customers are reading the message, but not responding, this could be an indication that the response provided was not sufficient enough to either resolve the issue or compel the customer to take action.<\/p>\n
\n\u2022 Know when to send a follow-up while you interacting with your customers. If you have a high contact rate, as well as a low FCR (first contact resolution), it\u2019s time to implement a smarter support strategy using contextual help and self-service. Use read receipts alongside your analytics toolset to understand how customers take action after your team sends a reply. Are they finding a solution themselves without reading your team\u2019s response, or are they reading the response but still frustrated?<\/p>\n