General
- Should each Agent / team member click the “Mark as Closed” button after they reply to each email or only once the conversation has come to an end, either by closing the sale, resolving the query, or by simply not needing to respond any longer?
- What is the difference between the Conversation Logs and Message Logs sections?
- How to setup a Team
- Business hours and changing your business hours.
- Adding Additional Managers Or Admin Users
- Managing Join Requests
- How to compare specific agents in the Comparative Reports section?
- How to add additional admin users to timetoreply™.
- How are the timetoreply performance metrics calculated?
- How do I add a billing card?
- How do I exclude business hours altogether?
- Why do some response times say 00:00:00?
- How do I delete an agent / mailbox?
- How do I delete my timetoreply™ account?
- Re-authenticating an agent / mailbox.
- Adding an alias / aliases
- What is the difference between Initial timetoreply™ and Overall timetoreply™?
- Why is my average Overall Reply Time higher than my average First Reply Time?
- Can timetoreply distinguish between an inbox owner’s reply times / stats etc., and that of an email inbox delegate (e.g. an assistant)?
- Missing data – how to troubleshoot if you aren’t seeing all of your data
- Does timetoreply distinguish between working hours and outside working hours, when reporting on response times?
- Does timetoreply cater for a group/shared email address in its reporting? If so, how does that work in terms of attributing which user received the emails?
- Dropping connection with MS Exchange mailboxes. Whitelist Nylas IP Range.
- Whitelisting our IP address for IMAP connections.
- How does pricing work? We have 20 individuals plus 3 group mailboxes. Do the group mailboxes count?
- Troubleshooting tips for authenticating when using MS Exchange (Nylas)
- If we only want to measure 1 shared mailbox, do we only pay for 1 license?
