How to Configure Response Timing

When a conversation is handed off to your human team, VoxeDesk can send friendly follow-up messages if no one responds within a set time — so customers aren't left waiting in silence. The timing thresholds control when these follow-ups happen and when to escalate further.

How to configure timing

1. Go to Dashboard → Workflows
2. Open the workflow to configure
3. Go to the Timing Thresholds (or Hold AI Response Timing) section
4. Set your thresholds and contacts
5. Click Save

Threshold settings

• Assignee Threshold — how long to wait (in seconds) after a conversation is assigned to a specific agent before the AI sends a follow-up. Default: 300 seconds (5 minutes).
• Team Threshold — how long to wait when a conversation is assigned to the team inbox rather than a named agent. Default: 100 seconds (~1.7 minutes).
• Escalation Threshold — how long to wait before escalating to a supervisor. Default: 1,800 seconds (30 minutes).
• Escalation Contact — the supervisor or team lead to notify when escalation is triggered. You can select from your Help Desk agents or enter a name manually.
• Escalation Message — the message sent to the escalation contact when the threshold is reached.

Recommended starting point

For most small business support teams, the defaults are a good starting point. If your team consistently responds within a minute, lower the Assignee Threshold to 60 seconds. If you're a solo operator handling after-hours messages, a longer Escalation Threshold avoids unnecessary alerts overnight.

What's next

• How to Start, Stop, or Restart a Workflow — make sure the workflow is active after changes
• Helpdesk Setup and Inviting Agents — add your team to the Help Desk