Quick Answer
To reduce response time by 80%, centralize every channel in OnSync, turn on AI acknowledgements, automate routing, and enforce SLA dashboards. Most teams see <5 minute replies within 30 days once automation covers tier-1 questions.
Key Points
- Speed gains come from centralization + automation, not just staffing.
- Real-time SLA dashboards keep managers ahead of backlogs.
- AI drafts replies so humans only review/approve, not start from scratch.
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Operations
How to Reduce Response Time by 80%
Use this OnSync plan to slash response times across WhatsApp, Instagram, Facebook, SMS, and chat.
OnSync Operations Studio
December 24, 2025
9 min read
Core Tactics
AI acknowledgement
Every inbound message gets a reply + context within seconds, keeping badges green.
Round-robin routing
Smart Triggers assign leads evenly and escalate if idle for two minutes.
Knowledge-backed drafts
AI drafts responses referencing policies so agents just review + personalize.
SLA command center
Dashboards display queue depth, backlog, and breaches in real time.
Success Metrics
Minutes to first reply
<5 minutes target
Automation coverage
70% tier-1 inquiries covered
Backlog change
-82% compared to email era
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