What is the conversation due date?
The conversation due date represents the target date and time by which the conversation should be handled and resolved. It helps ensure timely responses and adherence to service expectations.
Due dates can be set either manually by users or automatically when SLAs are defined.
Setting the due date for new conversations
When a new conversation is created, the due date can be set in two ways:
Automatically via SLA
If the account associated with the new conversation has an SLA (Service Level Agreement) configured, the due date will be automatically calculated and set according to the defined SLA terms and your business hours.
Manually
You can manually assign a due date while creating the conversation.
Managing the conversation due date
The conversation due date is displayed in the sidebar and can be managed there.
For open conversations, the remaining time until the due date is shown next to the conversation subject.
If no due date is set, Click Set due date in the conversation sidebar. To edit an existing due date, click Edit instead.
A window opens:
- Set the date and time value using the field that is displayed.
- Optionally, use the shortcut buttons to add or subtract hours or days from the displayed date and time.
- To clear the due date, click Clear and then Save.
Due date thresholds indicators
The conversation list views and the conversation details page display visual indicators showing how close the due date is.
These visual indicators appear only for open conversations with a due date set.
The visual indicators follow the thresholds defined in your workspace:
|
Number of hours and minutes left until the due date. |
|
Warning – The conversation is open and nearing its due date. |
|
Critical – The conversation is open and very close to its due date. |
|
Overdue – The conversation is open and past its due date |
View due conversations
To see all open conversations with a due date set:
- Click the More menu in the blue toolbar at the top.
- Select Due from the dropdown.
- A list of all open conversations with due dates appears.
