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First response

First response

Set how quickly each kind of inquiry should get a first reply, and the acknowledgment and check-in messages that go with it.

Reviewed AdminVertiqa 1.75+

First response sets how fast you aim to answer a new inquiry on each channel, and what your first reply says. Open Settings → First Response (route /settings/first-response).

The Email section with Save, a Threshold of 60 minutes, the acknowledgment template with variables such as contact_name and response_window, the list of available variables, and a live preview reading Hi Alex Doe, thanks for reaching out, we received your message and will follow up within 1 hour.
The live preview fills the variables in with sample values.

Set a channel's threshold and template

There's a section each for Email, Conversion page (form submissions on your landing pages) and Voice (inbound calls).

  1. Set the Threshold (minutes), from 1 to 1,440. An inquiry that isn't answered within it counts as late.
  2. Write the Acknowledgment template: the first reply sent when someone acknowledges the inquiry. You can use {{contact_name}}, {{org_name}}, {{operator_name}}, {{response_window}}, {{inquiry_subject}} and {{inquiry_channel}}. Anything else is flagged as an unknown variable.
  3. Select that section's Save.

For Voice, also choose How to send voice acknowledgments: Text the caller (SMS) or Email fallback.

The Voice section with a 60-minute threshold, How to send voice acknowledgments set to Text the caller (SMS) with Email fallback as the other choice, the template, and its live preview.
Voice acknowledgments go out by text, or by email if you choose.

Follow-up timing and check-ins

  • Cadence trigger window is read-only: an acknowledged inquiry that gets no further reply can start a follow-up cadence 48 hours later. Set the follow-ups themselves in Cadence templates.
  • Nurture check-in is the message suggested when a snoozed inquiry comes back. Edit the Subject and Body, using the variables listed under the box, and select Save.
The Nurture check-in section with the subject Still working on inquiry.title, a body using contact.firstName, inquiry.title and operator.signature, the list of available variables, and a preview for the inquiry LED retrofit at HQ.
The preview uses one of your own inquiries.