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# How fast is my team replying on WhatsApp?

|| **Signal is in beta and available to selected customers only. If you would like to use Signal, [contact the Cooby Sales Team](https://www.cooby.co/pricing/?open=request-form). AI can make mistakes, so check the sources before you act on an answer.**

A sales manager can use Signal before a team check-in to see whether customers are getting timely replies and which members need a closer review. Start with a consistent period, then compare the typical wait with the average.

## What to ask Signal

Open **Signal** in your Cooby Workspace. Start a new analysis and ask:

1. “How quickly did each team member reply on WhatsApp in the last 7 days? Show median, mean, and sample count.”
2. “Show the same response-time results for Alex only.”
3. “Compare October 26 through November 1 with October 19 through October 25, using the same team.”
4. “Use the last 30 days instead. How do the median and mean compare?”

Alex is a fictional member. Replace the name and dates with your own. Keep follow-up questions in the same analysis so you can refine the scope.

## What Signal gives you

The chat explains the result. The **Analysis canvas** on the right can show a response-time table with **Owner**, **Median**, **Mean**, and **Samples**. The output depends on the question; a chart is not guaranteed.

**Coverage** describes the messages retrieved for the selected scope. Open **Details** to check the period, timezone, owners, filters, and retrieval information. Complete coverage refers to the available synced messages in that scope, not every conversation your business has ever had.

**Matches**, when provided, show supporting conversations. A response-time aggregate may have no Matches list. It does not automatically provide a ranking of the slowest individual chats.

![Signal: response times by member](https://storage.crisp.chat/users/helpdesk/website/-/a/7/7/6/a776868fb0318800/clipboard_1x2s8js.jpeg)

*Example from Signal. Names and numbers have been replaced with fictional data.*

## Understand what is being measured

Response time measures completed reply episodes in direct chats. An episode begins with the first customer message after the owner's previous message, or at the start of the selected window, and ends at the owner's next reply. Several customer messages before that reply do not create several independent reply-time samples.

A customer message with no owner reply before the end of the window does not produce a completed sample. An episode is attributed to the period containing its first customer message and to the chat's owner.

**Samples** counts reply episodes, not customers, seats, or total messages. A member with no completed episodes may be absent from the table. That alone does not mean they were inactive.

## Read the median and mean together

| Result | What it tells you | What to do next |
| -- | -- | -- |
| Median 20 minutes; mean 3 hours | Typical replies are much quicker than the average. Longer waits are pulling the mean up. | Review the relevant member's conversations for unusually long gaps and context such as overnight waits. |
| Both median and mean are high | Slow replies may be common within this sample. | Review workload and coverage, then agree on a follow-up plan with the member. |
| Only a few samples | The result may change substantially with one more reply. | Widen the period before drawing conclusions. |

These numbers are fictional examples, not targets or product benchmarks. A gap between the median and mean does not establish why a delay happened. Do not assume the displayed duration excludes nights, weekends, or nonworking hours.

## Turn the result into a review

###### Step 1: Confirm the scope

Check the dates, timezone, owner, and sample count. Compare equivalent periods and the same members.

###### Step 2: Narrow the question

Ask about a member whose results need attention. In the current beta, Signal reports response-time aggregates by owner or period. It cannot reliably list individual chats that exceeded a threshold such as four hours.

###### Step 3: Review conversations and agree on action

Open **Conversations** and review that member's relevant threads to identify the actual delays. Look for context before changing how the team works.

To find customers who are still waiting, use the separate unanswered-chat workflow. A good median can coexist with an unanswered backlog because unanswered messages are excluded from completed reply-time samples.

## Limits and useful tips

Use conversations within the last 90 days and include a time range. Read the metric definition alongside the result. Synced text is the basis of the analysis; do not assume media contents have been transcribed. If the explanation disagrees with a table, ask Signal to verify it and inspect the source before acting.

## Need help?

For any questions, email us at [support@cooby.co](mailto:support@cooby.co) 💜