General
- Adding an alias / aliases
- 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?
- If we only want to measure 1 shared mailbox, do we only pay for 1 license?
- How does pricing work? We have 20 individuals plus 3 group mailboxes. Do the group mailboxes count?
- 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?
- Does timetoreply distinguish between working hours and outside working hours, when reporting on response times?
- Can timetoreply distinguish between an inbox owner’s reply times / stats etc., and that of an email inbox delegate (e.g. an assistant)?
- Why is my average Overall Reply Time higher than my average First Reply Time?
- How are the timetoreply performance metrics calculated?
- Troubleshooting tips for authenticating when using MS Exchange (Nylas)
- Whitelisting our IP address for IMAP connections.
- Dropping connection with MS Exchange mailboxes. Whitelist Nylas IP Range.
- Missing data – how to troubleshoot if you aren’t seeing all of your data
- What is the difference between Initial timetoreply™ and Overall timetoreply™?
- What is the difference between the Conversation Logs and Message Logs sections?
- Re-authenticating an agent / mailbox.
- How do I delete my timetoreply™ account?
- How do I delete an agent / mailbox?
- Why do some response times say 00:00:00?
- How do I exclude business hours altogether?
- How do I add a billing card?
- How to add additional admin users to timetoreply™.
- How to compare specific agents in the Comparative Reports section?
- Managing Join Requests
- Adding Additional Managers Or Admin Users
- Business hours and changing your business hours.
- How to setup a Team
