Summary
Updated guidance clarifies that sellers using Chatbot must have all 3 chatbots activated to exclude weekend messages from the 24-hour response rate, which must still be answered by Monday 12 PM local time; failure to respond within these timeframes negatively impacts the 24-hour response rate and may lead to warnings or enforcement actions if below thresholds.
Why it matters
This change increases operational requirements for sellers to properly configure Chatbot tools to avoid weekend messages counting against their 24-hour response rate, affecting their compliance and risk of enforcement actions if response rates fall below set thresholds.
Recommended action
Sellers should verify activation of all 3 chatbots to ensure weekend messages are excluded from the 24-hour response rate calculation and monitor response times closely to maintain rates above 90% to avoid warnings or penalties.
Requirements for the 24-Hour Response Rate Metric 05/13/2026 Shop Health Chat Tool Service Analytics Prompt responses = happy customers = more sales!
Replying with small talk only (e.g., “Hi” or "Hello").
Requirements for the 24-Hour Response Rate Metric 05/13/2026 Shop Health Chat Tool Service Analytics Prompt responses = happy customers = more sales!
Replying with small talk only (e.g., “Hi” or "Hello").
Affects: Seller