diff --git a/app/templates/views/support/thanks.html b/app/templates/views/support/thanks.html
index b8248d1dd..d3a0e82a0 100644
--- a/app/templates/views/support/thanks.html
+++ b/app/templates/views/support/thanks.html
@@ -22,14 +22,14 @@
           {% if out_of_hours %}
             We’ll reply within one working day.
           {% else %}
-            We’ll read your message in the next 30 minutes and reply within one
+            We’ll aim to read your message in the next 30 minutes and we’ll reply within one
             working day.
           {% endif %}
         {% else %}
           {% if out_of_hours %}
             We’ll read your message when we’re back in the office.
           {% else %}
-            We’ll read your message in the next 30 minutes.
+            We’ll aim to read your message in the next 30 minutes.
           {% endif %}
         {% endif %}
       {% endif %}
diff --git a/tests/app/main/views/test_feedback.py b/tests/app/main/views/test_feedback.py
index 82099f0bc..220214d6d 100644
--- a/tests/app/main/views/test_feedback.py
+++ b/tests/app/main/views/test_feedback.py
@@ -658,7 +658,7 @@ def test_bat_email_page(
     # Anonymous tickets don’t promise a reply
     (
         False, False, False,
-        'We’ll read your message in the next 30 minutes.',
+        'We’ll aim to read your message in the next 30 minutes.',
     ),
     (
         False, False, True,
@@ -669,7 +669,7 @@ def test_bat_email_page(
     # business hours
     (
         False, True, False,
-        'We’ll read your message in the next 30 minutes and reply within one working day.',
+        'We’ll aim to read your message in the next 30 minutes and we’ll reply within one working day.',
     ),
     (
         False, True, True,