Ensure your social media response times accurately reflect your organisation's working hours. This guide will walk you through the settings needed to configure your inbox, so you only measure response times during your working hours.
Recommendation 💡
Setting up office hours is key for making your reporting on response times in the Orlo inbox as accurate as possible if you respond to social messages within particular hours.
Things to consider ✅
- You can select office hours across all your accounts or specific social media accounts
- You also have the option to include or exclude response times for messages that come in out of hours (if you want to use the office hours feature, we recommend setting this to 'No').
How to access Office Hours:
- Navigate to the menu in the top right-hand corner ➡️ Click 'Settings' ➡️ Click 'Office Hours'
Customising Office Hours:
1) Users can include or exclude the response times for messages that come in out of hours. You can do this by selecting the dropdown in the 'Out of Hours Response Time' box and selecting either 'Yes' or 'No'.
2) You can then select office hours on a company level (all accounts) or per social media channel. To do this, click 'Add New' ➡️ Add your office hours ➡️ Click 'Save for this Account'
Now you have set up your office hours, we recommend using the Inbox Report to analyse your response times!