What it monitors
- Customer messages with no reply from your team inside the SLA window.
- Your own messages that the customer has not answered after a set time.
- Quotations, document requests and payment reminders awaiting a response.
- Threads that already received a reminder and need escalation.
How the monitor runs
- Connect a mailbox and choose which folders or labels count as active conversations.
- Set reminder and escalation timings, plus who should be notified.
- Customise the reminder and escalation messages.
- Enable the monitor. It runs daily and records every reminder or escalation it sends.
Standalone or paired with routing
The monitor can run on its own against any mailbox, or be paired with an email routing workflow so that routed threads are tracked from the first message. Teams often start with routing and add follow-ups once the inbox is under control.
Why it helps
Reliable follow-up is one of the cheapest ways to improve response times and conversion. Automating the checking removes the need for personal reminders and spreadsheets, while escalation messages make sure someone owns every stalled thread.
Frequently asked questions
Can I set different reminder timings?
Yes. Reminder and escalation windows are configurable, and you choose who receives escalations on your team.
Will it email customers without my approval?
Only if you enable it to. Reminder wording is yours to define, and you can review the execution history to see exactly what was sent.
Does it need the routing workflow?
No. There is a standalone monitor you can enable by connecting a mailbox, and a paired version that works alongside email routing.