Watch: How to check your text response time in SalesThumb (0:45)
Customers who text a shop expect a quick answer. These two reports show how busy your inbox is and how fast your team replies.
Message Volume
- Click Reports in the sidebar, then switch to Detail.
- In the list on the left, under Marketing, click Message Volume.
You'll see how many texts and emails you sent and received (SMS Out, SMS In, Email Out, Email In), plus how many messages were Delivered, how many Failed, and the Delivery Rate.
Response Time
Next, click Response Time.
- Avg and Median show how long customers waited for your reply.
- Inbound counts the messages customers sent you.
- Response Rate is the share of those you answered.
If nobody has replied yet in the period, Avg and Median show a dash. Faster replies usually mean more booked jobs, so watch the median from week to week.
Who can see it: Owners, Admins and Managers, by default.
Frequently asked questions
Q: What is a good text response time?
A: As fast as you can manage during business hours. Watch the median from week to week; the goal is for it to go down.
Q: What does Response Rate mean?
A: The share of messages customers sent you that got a reply in the date range.
Q: Why do Avg and Median show a dash?
A: There were no replies to measure in that date range yet.