General

General guides to help you use the Time To Reply dashboard.

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20 articles in this collection
Written by Dane Spear

Troubleshooting tips for authenticating when using MS Exchange (Nylas)

Please read this guide if you have struggling to authenticate using the Nylas / MS Exchange option.
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Written by Dane Spear
Updated over a week ago

Whitelisting our IP address for IMAP connections.

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Written by Dane Spear
Updated over a week ago

Dropping connection with MS Exchange mailboxes. Whitelist Nylas IP Range.

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Written by Dane Spear
Updated over a week ago

Missing data - how to troubleshoot if you aren't seeing all of your data

An article to help ensure you get all of your data into the system.
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Written by Dane Spear
Updated over a week ago

How to disconnect your o365 super user from the Bulk Add option

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Updated over a week ago

What is the difference between Initial time to reply and Overall time to reply?

Difference between avg. initial response time and avg. overall response time.
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Written by Dane Spear
Updated over a week ago

Adding an alias / aliases

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Written by Dane Spear
Updated over a week ago

Re-authenticating an agent / mailbox.

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Written by Dane Spear
Updated over a week ago

How do I delete my Time To Reply account?

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Written by Dane Spear
Updated over a week ago

How do I delete an agent / mailbox?

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Updated over a week ago

Why do some response times say 00:00:00?

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Written by Dane Spear
Updated over a week ago

How do I exclude business hours altogether?

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Written by Dane Spear
Updated over a week ago

How do I add a billing card?

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Updated over a week ago

How to add additional admin users to Time To Reply.

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Updated over a week ago

How to compare specific agents in the Comparative Reports section?

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Updated over a week ago

Managing Join Requests

Accepting requests from users who want to join your company to the view the data.
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Written by Dane Spear
Updated over a week ago

Adding Additional Managers Or Admin Users

Allow other admin users to login and view all of the data or selected data based on the permissions you assign to them.
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Written by Dane Spear
Updated over a week ago

Business hours and changing your business hours.

How Time To Reply handles business hours when calculating email response times.
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Written by Dane Spear
Updated over a week ago

How to setup a Team

Use Teams to group certain agents / mailboxes together to that you can view their aggregated statistics.
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Written by Dane Spear
Updated over a week ago

What is the difference between the Conversation Logs and Message Logs sections?

Explanation of the difference between the Conversation Logs and Message Logs in the Time To Reply dashboard.
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Written by Dane Spear
Updated over a week ago