Set response deadlines and read the Inbox reports

A response deadline (an SLA) says how soon a customer must get an answer. Kluvan counts the time, warns the owner before it runs out and tells the team lead if it is missed, so no customer waits forgotten.

Before you start

• You need Set up the inbox (teams, channels, deadlines) to change the deadlines. Everyone with the Inbox sees them on the conversations.

Steps

1. Open Inbox → Inbox settings and scroll to Response deadlines and business hours.
2. In the Standard policy, type for each priority (Low, Normal, High, Urgent) the First reply within (minutes) and the Next reply within (minutes).
3. Set Warn when this share of the time is used (%), for example 80.
4. Tick Count business hours only if the clock should stop outside working hours.
5. Under Business hours, tick the working days and set From and To. No day ticked means every day but your country's weekend.
6. Tick The country's public holidays are days off and add Other days off (one date per line, yyyy-mm-dd).
7. Select Save.
8. In Teams, choose the policy each team uses under Response deadlines, and its Team lead (told of breaches).

On a conversation

• The conversation shows Reply due, Reply due soon or Reply overdue with the time left, or Clock paused.
• Breaching soon in the views lists the conversations close to their deadline.
• The clock starts with the customer's message and stops when you reply. It pauses while the conversation is waiting on the customer or snoozed, and goes on from where it was when they write again.
• Changing the priority measures a running deadline again from its start.

Read the reports

1. Open Inbox and select Reports.
2. Pick From and To and select Show.
3. Read each line (All, each channel, each owner): Conversations, First response (median, min), Resolution (median, min) and Past the deadline. Select CSV to download.

Good to know

• Warned, then told once. At the warning share, the owner (or the team lead) gets a notice and an item on Today. A missed deadline is raised once, to the team lead and the owner, even with two servers.
• Times in the reports are elapsed minutes, as the customer waited them.
• Days off use your organisation's time zone and your country's weekend and holidays.
• Related: answer conversations.