Unreplied Summary Alerts

The Unreplied Summary Alerts feature helps managers stay on top of pending customer conversations. If a ticket has been assigned to an agent but hasn't received a reply within a defined time frame, an automated summary alert is sent to the configured recipients.

📍How to Access This Setting:

1. Navigate to the Manage section.

2. Click on All Inboxes.

3. Select the desired inbox and click on the three dots next to it.

4. Choose Unreplied Summary Alerts from the dropdown.

🛠️ What You Can Configure

To set up a delayed unreplied summary alert, you need to configure the following:

• Alert Name

  • Give a recognizable name to the alert for easy reference.

• Enable or Disable

  • Use the toggle to activate or deactivate the alert.

• Time Duration

  • Set the duration (e.g., 30 minutes, 2 hours) after which the alert should be triggered if no response has been sent.

• Recipients

  • Select the agents or teams who should receive this alert.

• Frequency of the Alert

  • Choose how often the alert should be sent:

    • Hourly

    • Daily

    • Weekly

  • For daily/weekly alerts, also define the specific time to send.

• Communication Channels

  • Select one or more platforms for delivering the summary alert:

    • SMS

    • Email

    • WhatsApp

    • Webhook

✅ Why Use This?

• Helps managers identify pending responses proactively.

• Ensures no customer inquiry goes unnoticed or delayed.

• Enables data-driven follow-ups and improves SLA compliance.