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Inbox and customer settings

Service level agreements

A promise on first and next reply times for the sources it names; misses show in the inbox.

Zack Lam
Authored by Zack LamFounder, doTask
Two colleagues working through a plan together
Inbox and customer settings
Read it in the appThe same article opens from Help inside app.dotask.io, beside the screen it describes.

Recommended team settings sit at the top of this page too (owners and admins, two or more people): reply-time targets lead — Chat: first reply within an hour, on the chat channels you have live, while no enabled policy covers them, and Email: reply within a working day once email tickets arrive. Set up this target opens New policy filled in (counting operating hours only when they are set); nothing is saved until you press Add.

  1. Settings → Service level agreements → New policy. Name it, set first reply within n minutes and next reply within n minutes, and pick the sources it applies to.
  2. A conversation past its target shows a red clock with how far past in the inbox list and “missed” in the table view; alerts to a person arrive with notifications.
See also:All documentationFAQ