Priority and reply targets
Set how urgent a conversation is, let Dazza suggest it at handover, and set first-reply and next-reply targets that count in your opening hours.
Every conversation has a priority: urgent, high, normal or low. Reply targets (sometimes called SLAs) say how quickly your team aims to answer at each one.
Priority
The list shows urgent and high conversations with a small mark beside the name. Normal ones show nothing, so the list stays calm.
To change it, open the conversation and press the priority button in the header (the bars), or press P on a computer, then 1 to 4.
Dazza’s suggestion
When Dazza hands a conversation to your team, it suggests a priority from why it handed over, how the customer feels and what they wrote:
- Urgent — legal threats, safety worries or possible fraud, or an angry complaint that can’t wait.
- High — a complaint from an upset customer, or a customer who says it’s urgent.
- Low — a customer who says there’s no rush.
- Normal — everything else.
Open the priority menu to see why Dazza picked it. If the customer turns out to be unhappy once the conversation is labelled, Dazza can raise its suggestion. Once someone on your team sets a priority, Dazza leaves it alone.
Sort by priority
Press the sort button above the list and choose Priority. With reply targets on, Reply due soonest puts the conversations closest to their target first.
Reply targets
Admins set targets in Settings → Team inbox → Reply targets. For each priority there are two:
- First reply within — from when Dazza hands over (or someone takes over) to the team’s first reply.
- Next reply within — from when the customer writes again to the team’s next reply.
Leave one as No target to skip it.
Opening hours
If you’ve set opening hours, targets count only while you’re open. A chat handed over at 5:20pm with a 30-minute target is due at 9:10am the next morning. Without opening hours, targets count around the clock.
In the inbox
Conversations waiting on the team show a small timer: how long is left, or when it’s due if that’s after you close. In the last quarter of the target it turns to Due soon, and once it’s missed it says Overdue.
The timer is hidden while a conversation is snoozed, but the target keeps counting.
Overdue alerts
When a conversation goes overdue, Dazza tells your team once for that conversation:
- by email, to whoever it’s assigned to, or to everyone with alerts on if it’s unassigned, and
- in Slack, if you’ve added Slack alerts.
People who turned team emails off in Settings → Notifications aren’t emailed.
On Insights
With targets on, Insights shows Reply targets met: the share of your team’s replies that came within their target, for the period and channel you’re looking at. A customer still waiting past the target counts as missed.
Good to know
- Targets apply to conversations your team is handling. While Dazza is answering, there’s no clock.
- Replies sent from your own code through the API count as team replies.