The Response Time feature is an intuitive way to set service level agreements (SLAs) - a target time frame for a task to be completed. This feature allows you to monitor response time based on Topics, Contact Types, and Inbox Types; therefore, conversations can proactively be identified if attention is needed.
In this article, you will learn:
- How to create a Response Time expectation.
- Common Response Time examples.
- How to monitor Response Times.
How to Create a Response Time Rule
- Click the Settings icon in the bottom left corner.
- Under Company Settings, click Response Time.
- To create a new Response Time, click New.
- Enter the name of your Response Time.
- Add a rule to your Response Time by selecting the drop-down menu under Topics, Contact Types, or Inboxes.
- Click Create.
Common Response Time Rules
- Monitor the Response Times of a specific person spanning all of their conversations.
- Monitor the Response Times in a shared inbox spanning all conversations.
- Monitor the Response Times to residents in a shared inbox.
- Monitor the Response Times on time-sensitive Topics for compliance reasons.
How to Monitor Response Times
From your Inbox, conversations associated with a Response Time rule will display a red date stamp. The time shown is the span of time since the last message was received from the contact.
As soon as the user responds, the timer will stop and the response time will be recorded in Aptly. If the contact replies or sends a new message, the timer will start again. This helps you proactively identify conversations in your inbox that need immediate attention.
Use Aptly Insights to monitor team and individual response times based on Topic, Contact Type, team member, and location.
Related Articles
- Response Time Metrics