SLAs and automation
Targets, rules and numbers for your shared inbox.
A first-reply target on every conversation, rules that sort mail the moment it lands, forwarding for mail that belongs elsewhere, and reports that show whether the desk is keeping up. The inbox puts the longest-waiting customer at the top.
Automation
Sorted before anyone looks.
Rules run on arrival, on a status change or after a set time. Assign to the right person, tag it, set a priority or ping someone, based on who wrote and what the subject says.
What you get
A shared inbox that runs like a desk.
First-reply SLAs
A countdown per conversation, paused while waiting on the customer, with an alert when a target is missed.
Needs reply first
The queue leads with customers who have waited longest for an answer.
Automation rules
Assign, tag, set status or priority, or notify, on arrival, a status change or after a while.
Forwarding rules
Mail for another desk goes onward on arrival, with the customer as reply-to.
Snooze
Hide a conversation until a set time; it comes back on its own, or as soon as the customer writes.
Reports
Volume, resolution rate, SLA compliance, response times and workload per person.
Questions
- How do SLAs work in Parly?
- Set a first-reply target per mailbox. Every new conversation gets a countdown, the clock pauses while you wait on the customer, and the team is alerted when a target is missed. Reports show how often you hit it.
- Can emails be assigned automatically?
- Yes. An automation rule can assign, tag, set the status or priority, or notify a teammate when mail arrives, when a status changes, or after a set time, based on who it is from or what the subject says.
- Can mail for another team be forwarded automatically?
- Yes. Forwarding rules send mail that belongs to another desk onward as it arrives, with the customer as the reply-to address, before it shows up in Slack or notifies anyone.
- What do the reports show?
- Volume, resolution rate, SLA compliance, average first-reply and resolution times, volume per mailbox and the open workload per person.
- Is this an extra cost?
- No. SLAs, automation, forwarding and reports are included with every mailbox.
Let the inbox sort itself.
SLAs, automation, forwarding and reports are included with every mailbox. €19 per month, unlimited teammates, first month free.