Keep failed messages out of valid-response kpi
A message that failed to send never counts as the response that satisfies a response-time or resolution-time clock — only a message that actually left the platform does.
When this happens: A reply's delivery status becomes Failed.
Step by step
- 1
Radu replies to Ana on WhatsApp; the send fails (e.g. The messaging window expired).
Excludes this message from the first response / response time computation for Radu's KPIs — the customer's message is still awaiting an unanswered clock.
- 2
Resends the reply; the resend succeeds.
The resend's timestamp is what satisfies the response-time clock for Radu's KPIs.
Other paths
Operator never resends
No successful resend follows before the reporting period closes. The customer's message remains unanswered for KPI purposes.
Good to know
- Only messages that reach at least *Sent* count as a valid response.
- A resend's own timestamp is what counts, not the original failed attempt's.