Response time analytics
Know exactly how fast your team replies on Telegram.
Entergram measures your time to first response and reply rate across every connected account, so slow lanes show up as a number you can manage instead of a feeling you argue about.
Response time is the single metric that decides whether a Telegram conversation converts or churns — and it's the one number Telegram itself never shows you. Entergram's response report turns your real message history into a weighted average time to first response, a reply rate, and a per-agent breakdown, all updated automatically as new messages arrive.
What it measures
Time to first response, weighted for real work
The headline is your average time to first response — how long a customer waits before a human replies — paired with your reply rate, the share of conversations that actually got an answer. Both are weighted so the numbers reflect real urgency rather than raw counts: a direct message carries more weight than a passing group mention, and only timely replies count toward the rate. Look at one account on its own, or roll your whole workspace together to see the team's true SLA.
- Average time to first response across the accounts you select.
- Reply rate — the share of conversations that received a response.
- Private messages weighted 1.0; group mentions and replies weighted 0.5.
- A reply within 1 hour of the trigger counts toward your reply rate.
- Per-member SLA in a workspace, so you can see who's fast and who's buried.
Inside the response report
Every figure is computed from your synced history — no tags, no manual timers, no tracking code.
Response rate
The percentage of conversations that got a reply — e.g. 774 of 1,062 — so you can see coverage at a glance and catch conversations that slipped through.
Average response time
Your mean time to first response across the selected accounts, shown alongside the conversation count it's averaged over.
Fair weighting
Private chats count 1.0; group mentions and replies count 0.5, because a group ping is rarely as urgent as a direct message. The number reflects real work.
Per-member SLA board
In workspace mode, one row per teammate shows their response rate and response time side by side, so workload imbalance is obvious.
Single account or rollup
Measure one inbox, a handful of accounts, or your whole team — the response figures recompute for whatever selection you pick.
Always current
As new messages sync in the background, response time and reply rate update themselves. There's nothing to refresh or recalculate.
From connected account to live SLA in four steps
No pixel, no tagging — connect an account and the math runs itself.
- 01
Connect a Telegram account
On Pro (and the free 3-day trial), analytics switches on the instant you connect. Nothing to configure.
- 02
History syncs in the background
Entergram pulls your past conversations and keeps them current; a Syncing badge shows until the first pass finishes.
- 03
Read your response time
The response card shows average time to first response and reply rate for the accounts you've selected.
- 04
Roll it up across the team
Switch to workspace mode and the per-member board surfaces exactly where SLAs slip, so you can rebalance.
Why Telegram response time analytics matter
On Telegram, speed is the product. Customers expect a near-instant reply, and a response that lands hours late reads as 'closed for business' — yet Telegram gives teams no native way to measure how fast they actually answer. Most teams only discover a slow lane after a customer complains. Entergram closes that blind spot by turning your message history into a measurable Telegram response time, so 'we feel busy' becomes 'our median first response is 6 minutes 30 seconds across 1,062 conversations.'
Because the average is weighted, the figure resists gaming: piling up quick group replies won't flatter your SLA, and a single missed direct message is visible where it matters. Pair the response rate with the per-agent board and a support lead can answer the questions that actually drive retention — who is overloaded, which hours are under-staffed, and whether the team is hitting its first-response target — all without installing a tracking script or asking agents to log anything by hand.
FAQ
Response time analytics — FAQ
How is average response time calculated?
What is reply rate?
Can I see response time per teammate?
Do I need to set anything up?
Does it work across multiple accounts?
More analytics reports
Every Entergram report runs on the same auto-synced data.
Turn response time into an SLA you can manage.
Connect an account and watch your Telegram reply rate and time-to-first-response appear — free for 3 days on Pro.
