Connect to IntercomMonitor First Response Time in Intercom
First response time is the metric customers notice most. An SLA breach is visible; a slow CSAT trend takes weeks to appear. Building a weekly FRT check into the team's Slack rhythm keeps it in view before it becomes a customer problem.
The manual approach
- 1Pull the first response time report from Intercom Reports weekly.
- 2Calculate median and compare to your SLA.
- 3Flag agents or inboxes that are trending in the wrong direction.
The problem: A metric that requires a weekly manual export is a metric that will go unchecked for weeks at a time.
With Supportman
Median first reply appears in the Friday team digest and each agent's personal DM — alongside conversations replied to, median time to close, and a 7-day emoji ratings summary.
- Connect Supportman to your Intercom workspace and Slack (OAuth, two clicks).
- Friday reports post automatically — first reply and response time are separate metrics in every digest.
- Team leads and agents see their own FRT every week without opening Intercom Reports.
FRT only improves when the team sees it regularly — Supportman puts median first reply in every Friday digest, team-wide and per agent.
Does Supportman calculate FRT from first reply or from assignment?
Supportman uses Intercom's first reply metric — time from conversation creation to first agent reply. Response time (time to close) is shown separately in the same Friday report.
Can I set an FRT SLA threshold to alert when breached?
SLA breach alerts are on the roadmap. Today the Friday digest shows median first reply so you can compare against your SLA manually each week.