Get told when a client email goes unanswered
Pick a reply deadline for a staff member, and the admins are told when an email to them from outside the company has had no reply by then.
On this page
Switch it on for a person
Click Admin in the sidebar. On the Members tab, find the person's row.
Pick Alert after 3h, Alert after 5h, Alert after 10h, Alert after 24h or Alert after 48h. It saves as you pick.
Pick No reply monitoring to switch it off.
Know which emails count
An email counts when the person is in To, not CC, and the sender is outside the company.
Spam, promotions, newsletters, mailing lists, bounces and automatic notices never count, even when they are addressed to the person.
Nor does anything sent from a no-reply address, wherever the words sit in it, so a receipt from microsoft-noreply@microsoft.com raises nothing.
An email stops counting once anyone at the company replies to the sender in the same conversation, not only the person it was sent to.
The deadline runs around the clock, including nights and weekends.
Choose who gets the alert
Click Admin in the sidebar, then Email, then Notifications.
Under Email reply alerts, pick Admins and whoever created the matter, or Only these email addresses.
For addresses, type one per line, up to 10. An address does not need to belong to anyone at the company.
Click Save reply alert recipients.
Stop chasing mail you do not answer
On the same tab, under Email reply alerts, find Never alert on.
Choose Sender address for one address, Sender domain for a whole business, Sender contains for anything in the sender's name or address, or Subject contains for a subject line. Type what to match and click Add.
Sender domain covers subdomains too, so example.com also covers mail.example.com.
Add common vendor subjects puts the usual receipt, renewal and statement wording on the list in one click. They are ordinary rows, so remove any you would rather still be told about.
Click the bin beside a row to stop excluding it.
Read the alert
The company's admins get a Staff email unanswered notification, and so does whoever created the matter the email is filed on. If you chose addresses, only those addresses get it, by email.
It names the staff member, the mailbox, the sender, the subject, when the email arrived and when the reply was due.
Emails on the same matter share one notification, whichever staff member they were sent to. Each email is listed under its subject, then the matter's details.
Emails not filed on a matter share one notification when they are from the same sender, listed the same way.
A matter, or a sender with no matter, sends at most one a day. An email that goes past its deadline within 24 hours of that matter's or sender's last notification sends nothing new.
A conversation alerts once, however many follow ups the sender adds.