1 min read
Configure waiting-for-reply alerts
Choose a waiting time, monitored numbers and whether the owner is also notified.
Before you start
- Be the account owner or a Manager with access to the Team page.
Step by step
Open Team > Routing & alerts and locate the SLA alert.
Enable the alert and choose the limit: 5, 10, 15, 30, 60, 120 or 240 minutes. If the account already has another saved value, it also appears in the list.
Select the numbers to monitor. No selected numbers means all account numbers.
Choose whether the account owner should also receive the alert.
Save and wait for confirmation.
Check your result
The alert uses the saved time and number selection.
What you need to know
- The timer uses business minutes and the schedule considered by Tracking; it is not simply elapsed wall-clock time.
- Instagram and Facebook do not appear in this card’s number selection.
- The assignee receives the alert; unassigned conversations notify the owner. The additional control also includes the owner for assigned conversations. There is one alert per wait, with a new alert possible after a reply.
- The selection accepts up to one hundred numbers.