Tip of the week #47- Setting response time goals

Have you or your team ever sent a late reply to an important customer, or worse, missed it completely? That can lead to disappointment or frustration for your customers, especially if they were counting on your response. And let’s be honest, no one wants to deal with an unhappy customer, right?

To avoid this, admins can set up response time goals under organization rules to ensure important messages are handled on time. You can define a specific time frame for replying to incoming messages, reducing the chances of missing anything critical.

If a response isn’t sent within the set time, you can automate actions like notifying teammates, reassigning the thread to another member, moving it to another inbox, adding tags, and more. This way, you stay on top of important conversations and keep your customers happy.

Set up response time goal in Zoho TeamInbox

The rules feature in Zoho TeamInbox allows you to set up a response time goal for inbound emails or replies.

1. Log in to Zoho TeamInbox.
2. From the left pane, hover over the team for which you want to create the goal, click the More icon, and click Manage team.
3. Select the Rules tab and click Add Rules.
4. Enter a name for the response time goal rule.
   
5. Define the trigger. Here are the triggers you can choose from:
     Inbound message: A new received message.
     Inbound reply: This message can be a reply to an existing thread or a completely new message.
6. Select "response time goal" as the condition to perform any of the listed actions and set the time limit.
7. Select the actions to be performed when the above mentioned conditions are met. You can add any number of actions you need.
   
8. Click Create.

Once you save the response time goal, it becomes active and starts working immediately. You can stop it anytime by clicking Disable next to it and enable it again whenever needed.

Have response time goals helped your team? We’d love to hear about it! Also, let us know what other tips you’d like to see, drop your suggestions in the comments below!

If you've not tried Zoho TeamInbox yet, sign up now to start your free trial.

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