Routing & SLAs
Assignment, response targets, and conversation states.
Assignment2
- Assignment & round-robinMake sure every conversation has a clear owner and no two reps work the same ticket. From a conversation, use the Assign menu to take it yourself…
- Customer segments & VIP handlingTreat different customers differently — automatically. PilotPM classifies each conversation by customer type — B2C, B2B, B2B admin, VIP, or Internal…
SLAs & statuses2
- SLAs, business hours & the Overdue queueSet the response commitments you want to hit and let PilotPM watch the clock for you. In Settings → Inboxes, give each inbox a first-response and…
- Statuses & auto-resolveKeep the queue showing only live work. Open — needs attention. Waiting on customer — you've replied; it holds until they write back, and the SLA…