Hi @billinghamj!
To clarify, do you mean from our end or the customers? 
We know our response times aren’t perfect and we’re working to improve our customer service experience all the time, especially as we grow!
To explain what I meant, some customers always open the same conversation to talk about various topics. We would recommend that they open a new conversation in these circumstances, rather than continue on a previous conversation that may have been resolved a number of days before. This is due to the way Intercom funnels conversations, it won’t come in the same queue as new conversations 