Screen tour · Admin console

Get to know your team's rules and hours

How your team writes and when it replies.

Screen
Rules and schedules
Section
General settings
Steps
6
Updated

Also searched as: rules, schedules, business hours, edit messages, delete messages, language, response, sla

Markdown version

You opened step 2: Prevent errors and delays

How Rules and schedules works

Define how your team writes and when it answers

On this page you set how long a sent message can still be edited or deleted, the language your team writes in, your service hours and the maximum time a customer should wait for a reply. These rules apply to everyone in the workspace.

  • Edit or delete a sent message
  • Reminders for unanswered customers
  • Writing language, translation and spelling
  • Service hours and response objective

Steps

  1. Step 1 of 6

    Correct a message after sending it

    Decide how long your team can still correct a sent message.

    A team member can edit or delete a message they sent during the time you set, for example 5 minutes. After that time, the message can no longer be changed. You can also show a notice in the conversation when a message is deleted, so everyone knows it was removed.

    • Edit or delete within the time you set (e.g. 5 minutes)
    • After that, the message stays as sent
    • Optional: a notice where a message was deleted

    Watch step 1 on the screen

  2. Step 2 of 6

    Prevent errors and delays

    Avoid sending errors and customers left without a reply.

    The sending delay holds each message for a few seconds before it is sent, so the person can cancel it if they notice an error. The reminder notifies the person responsible when a customer has had no answer for the time you set, for example 8 hours.

    • Delay before sending: a few seconds to cancel
    • Reminder when a customer waits too long (e.g. 8 hours)

    Watch step 2 on the screen

  3. Step 3 of 6

    Choose the language your team writes in

    Set the language your team writes in with customers.

    Select the language your team uses with customers. Bridge can also detect the language of each customer, translate their messages for your team and correct spelling while your team types. Turn on only the options your team needs.

    • The language your team uses with customers
    • Detect, translate and correct spelling
    • Turn on only what your team needs

    Watch step 3 on the screen

  4. Step 4 of 6

    Set when your team serves customers

    Set the days and hours your team serves customers.

    Select the days and hours your team serves customers, in your time zone. If you close a day, its hours are kept for when you open it again. You can also close on public holidays. Outside these hours, Bridge considers your team not available.

    • Days and hours, in your time zone
    • Optional: closed on public holidays
    • Outside these hours, your team is not available

    Watch step 4 on the screen

  5. Step 5 of 6

    Set the maximum response time

    Set how long a customer should wait at most for a reply.

    The response objective is the maximum time a customer should wait for a reply, for example 1 hour. Bridge measures it every time a customer message is left unanswered, from that message until someone on your team replies, not only for the first message of the conversation.

    • Maximum wait for a reply (e.g. 1 hour)
    • Measured on every unanswered customer message

    Watch step 5 on the screen

  6. Step 6 of 6

    Save the changes in each tab

    Save each tab to apply its rules.

    Each tab is saved separately. Until you save, the bar at the bottom of the page shows that there are unsaved changes. Once saved, a rule applies from that moment on and does not change conversations that are already open.

    • Each tab is saved separately
    • The bottom bar shows unsaved changes
    • Rules apply from the moment you save

    Watch step 6 on the screen