Response Time Traffic Light: don't let any conversation go cold
On a team that handles customers over WhatsApp, Telegram, and Instagram, the most expensive mistake is almost never replying badly: it's not replying in time. A customer writes "do you have the filter for the 2012 Aveo?", nobody sees it among twenty open chats, and by the time someone answers they've already bought somewhere else. Nobody was careless; the conversation simply went cold without anyone noticing.
Klienz's Response Time Traffic Light exists to make that impossible to ignore. It's a visual system that shows, in real time, how long each customer has been waiting for a human to attend to them — and it sounds the alarm before it's too late. Here's how it works and why it's built around a single idea: what closes sales is a person's attention.
What the traffic light solves
Every card in your funnel changes color based on how long the customer has been waiting for a reply from a person. You don't have to open each chat to know which one is about to go cold: the board tells you at a glance. Specifically, the traffic light gives you four things:
- A timer for every conversation. Each chat shows how much time the team has left to reply, with a ring that gradually fills up.
- Voice alert. When a customer goes past the time limit, the system announces it out loud: "Customer X has exceeded the wait time".
- Performance by team member. Each agent's average response time — you can see who replies fast and who's falling behind.
- Performance by channel. The average response time on WhatsApp, Telegram, and Meta, separately.
The live funnel: each card runs its own clock. When time runs out, the card turns amber and then red, and the badge counts the overdue ones.
The three states: green, amber, and red
Color shows up only when something needs attention. A brand-new conversation doesn't distract you with colored lights; as time goes by, the ring fills up and the card turns amber and then red.
- On time. No background color, just the green ring filling up. Everything under control.
- Almost due. Amber background. Only a few minutes left before missing the target — this is the moment to jump on that chat.
- Overdue. Red background and a full ring. The customer has already waited longer than the target.
All three states at once: the ring fills up over time and the card changes color only when it needs to.
On top of that, the red badge in the header of each funnel column counts how many conversations are overdue there. A supervisor can read the state of the whole operation without opening a single chat.
The bot does NOT turn off the traffic light
This is the rule that sets Klienz's traffic light apart. The goal is to measure human attention, not just any reply. That's why, in the stages where the sale gets closed, the automated assistant can reply as much as it likes: the timer keeps running until a person steps in.
Only a reply from a human team member stops the clock and counts as attention. The bot's reply keeps the customer in the loop, but it doesn't replace a human closing the sale. That way the team sees exactly which customers —ready to buy— still haven't been helped by a person.
Only where it matters: stages and business hours
A traffic light that lights up for everything ends up as noise nobody looks at. That's why it's limited to what really moves the needle.
Only in the stages you choose
The traffic light only turns on in the funnel stages you pick —for example Qualified and Negotiation, where the customer has already shown they want to buy. The rest (New, Unqualified, Won, Lost) don't show a traffic light or trigger alerts. The pressure goes where the sale is.
Only during business hours
The timer only runs during your business hours, which you can configure (for example, Monday to Saturday from 9:00 a.m. to 5:00 p.m.). At night and on Sundays it pauses: a message that comes in at 4:55 p.m. doesn't show up as overdue the next morning. Time only counts within the workday, which is the fair way to measure it.
Voice alert when time runs out
When a customer goes past the target time, the system announces it out loud in the team's browser, using the same voice as the assistant:
🔊 "Customer Pedro Salazar has exceeded the wait time."
It's announced only once per conversation, so it doesn't get annoying, and it never goes off outside business hours. It's just the nudge someone needs to look up from the chat they're handling and rescue the one left waiting.
Performance metrics (Team menu)
The traffic light looks after the present; the metrics show you the pattern. In the Team menu —visible only to admins and supervisors— you get the average human response time, filterable by the last 7, 30, or 90 days.
| Team member | Replies | Average time | Worst time |
|---|---|---|---|
| Daniela Ferrer | 42 | 6 min 30 s | 14 min |
| Miguel Ontiveros | 28 | 11 min | 22 min |
| Valeria Sánchez | 17 | 52 min 30 s | 2 h 10 min |
At a glance you can see who's keeping up the pace and who needs help —or fewer chats on their plate. And the same by channel, so you know where the delays pile up:
| Channel | Replies | Average time |
|---|---|---|
| Telegram | 61 | 8 min |
| Official WhatsApp | 34 | 12 min |
| Unofficial WhatsApp | 21 | 16 min |
The bottom line
The Response Time Traffic Light looks after the customer in real time, the voice alert keeps anything from slipping through the cracks, and the metrics show who's keeping up the team's pace. It's all built around a single measure: human attention —which, in the end, is what closes sales.
If your team handles customers over chat and you feel like conversations are slipping away without you noticing, this is exactly the tool you're missing: stop guessing who's waiting and see it, in green, amber, and red, before it's too late.