Add an Activity Filter

Sometimes a discussion comes in that requires research. We usually let the customer know we’re looking at it and then immediately put it back in the inbox so we don’t lose it while we go dig up the answers. Occasionally we forget to put it back in the inbox and someone forgets to follow up with the customer right away, causing us to lose track of the discussion until we go looking for it, or until it gets bumped by a customer. If this happens to us, we bet it happens to you, too. By creating an activity filter that automatically re-pends stale discussions, there’s now a safety net in case any correspondence ever falls through the cracks.

You can also close, mark as private or add old discussions to a queue. You choose a timeout period (minimum one hour) and an action to be performed. The timeout represents the amount of time that has passed since the last customer-visible activity. The action is what happens to the discussion once this timeout has been reached. Each action has its own separate timer for each discussion, so that two different filters can still act on the same discussion without interfering.