Reference · built on requestOperator by FibricCustomer support

First Response

Finds conversations no human has acknowledged across channels. Proposes an acknowledgment with a wait estimate or a reassignment.

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About

An autoreply is not an answer. First Response looks for conversations where no person has yet replied: tickets still in new, chats where the customer has been waiting since their last message, contacts sitting in a voice queue. It reads how long each has waited, who is on shift right now, and whether today is a holiday where the customer is. It then proposes one of two things: an acknowledgment that gives an honest wait estimate, or a reassignment to someone who is rostered and online.

A lead approves the batch. Each acknowledgment is sent once, and the record shows the wait at the time, the estimate given, and who took the conversation.

This is a reference listing. It documents what Fibric would read from First Response and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Conversations in Kustomer with no outbound message from a user yet, tracked by the First Response Time metric, which ignores system auto responses
  • Zendesk tickets in status new with no public agent comment, against the first reply time target in the SLA policy that applies
  • Intercom conversations by waiting_since, the time the customer started waiting for a response
  • Queued contacts in Amazon Connect through GetCurrentMetricData: CONTACTS_IN_QUEUE and OLDEST_CONTACT_AGE per queue and channel
  • Who is rostered and on shift now in Deputy or When I Work
  • Public holidays for the customer's country from the holiday reference, so an estimate never promises a closed day

Proposed actions

  • Target capability: propose an acknowledgment to the customer as a public reply, with a wait estimate drawn from queue age and who is on shift
  • Target capability: propose reassigning the conversation to an agent who is rostered and online when the current assignee is not
  • Target capability: propose raising priority once the wait passes the target, in Kustomer or on the Zendesk ticket
  • Target capability: propose an internal note stating how the estimate was chosen, so the agent who picks it up does not repeat it
  • Target capability: propose a callback offer through the contact center when a queue's oldest contact has waited past your threshold

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Acknowledge a Sunday-night email before Monday

    A Kustomer conversation arrives outside business hours before a public holiday. The operator proposes an acknowledgment naming the next working day the holiday reference allows; the lead approves and it is sent once.

    With Kustomer, Holidays & FX Reference

  • Reassign from an agent who is off shift

    A new Zendesk ticket sits with an assignee whose Deputy shift ended an hour ago. The operator proposes an agent on the current shift and a note saying why.

    With Zendesk, Deputy

  • Give a wait estimate that matches the queue

    An Intercom chat has been waiting while the voice queue in Amazon Connect shows a long OLDEST_CONTACT_AGE. The operator proposes an estimate from the queue and the on-shift count rather than a fixed phrase.

    With Intercom, Amazon Connect

Requirements

  • A support connector with first-reply timing: Kustomer, Zendesk, or Intercom
  • A contact center connector for queue age: Amazon Connect
  • A scheduling connector for who is on shift: Deputy or When I Work
  • A wait threshold and acknowledgment wording set by you, per channel
Authentication
Uses the credentials of the support, contact center, and scheduling connectors you attach, plus the public holiday reference. No key of its own is stored.

Limits

  • In Zendesk an autoreply counts as the first public comment for first reply time, so the operator looks for a reply by a person
  • Kustomer's First Response Time timer keeps running while a conversation is snoozed. Snoozing hides the wait; it does not stop it
  • OLDEST_CONTACT_AGE comes back in milliseconds without groupings and in seconds with them. The operator reads both forms as seconds
  • One acknowledgment per conversation. A second is never proposed until a person has replied

Access and pricing

Reference listing. Fibric builds the operator under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request First Response ↗

Questions and answers

Who approves an acknowledgment?
A batch of proposals, each showing the conversation, how long it has waited, the wording of the acknowledgment with its estimate, or the reassignment target. The lead approves, edits wording, or removes items. Sending and reassignment happen only after that.
What record is kept for each acknowledgment?
For each conversation: the wait at the moment of proposal, the estimate given, the shift and queue facts behind it, who approved, and when the acknowledgment went out. A reassignment records the previous and new assignee and the reason.
Will it message a customer without approval?
No. Every acknowledgment is approved by a person before it is sent, and it is sent once. There is no standing approval. If the customer is answered by an agent before approval, the proposal is withdrawn.
Ask about First Response

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This operator is developed, published, and supported by Fibric. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy