Hi @Ameredith! This feature in TitanAdvisor measures 2 areas: closing chat threads and the response times. It sounds like you may be receiving full credit for response times (if your average is below 2 minutes, you should be receiving full credit here).
The other area is the percentage of chat threads that are either closed OR where the last message is outbound by an office user. I would check thru your open chats from the last 7 days, always mark the spam/robotext messages as Spam, and either close or respond to open chats. This is TitanAdvisors way of ensuring that there are not outstanding chats that have not been addressed.
