Book a Demo

FAQs

What is ReplyTrack?

ReplyTrack is an email response management and SLA tracking platform. It helps organisations monitor response times, manage reply deadlines, prioritize emails, and measure team performance.

It shows which emails need a reply, how much time is left, and how the team is performing — in the web dashboard, in the Outlook add-in, and (for browser mail) in the Chrome extension.

Most teams can see their inbox. Almost none can see their response performance. Emails pile up, and by the time a client asks “did anyone see my email?”, it is already late.

ReplyTrack is the missing layer between “received” and “responded.”

Customer-facing teams that work in email, including:
  • Customer support
  • Service desks
  • Sales teams
  • Other groups with reply-time commitments
Users work next to the inbox (Outlook add-in or Chrome extension). Managers and administrators use the dashboard and reports.

No. People continue to send and receive mail in Microsoft Outlook or Gmail. ReplyTrack does not replace the inbox and does not require mailbox migration.

Outlook users can use the add-in panel. Gmail and Outlook-on-the-web users can use the Chrome extension. Managers use the web dashboard.

No. It is not a new inbox, not an email marketing tool, and not a generic AI sorter. It measures response performance against the SLA rules you define. Optional AI (when you configure a provider) can classify whether a reply is needed and automatically close emails that do not need one.

Which email platforms does ReplyTrack support?

ReplyTrack supports:

  • Microsoft 365
  • Gmail / Google Workspace
  • On-premises Microsoft Exchange
  • Microsoft Outlook add-in
  • Chrome extension for Gmail and Outlook on the web


Each user in ReplyTrack is set to one mail provider. An organisation can mix providers across users.

Yes. The Outlook add-in provides response status, deadline timers, priority / at-risk / breached lists, and personal metrics in a pane beside the inbox. It can be sideloaded for testing or deployed by Microsoft 365 administrators. Users can open the full web dashboard from the add-in.
Yes. Each Gmail user connects their own mailbox securely in a few clicks. The Chrome extension shows timers and metrics inside Gmail in the browser. The same dashboard, SLA rules, alerts, and reports apply once mail is syncing.
Yes. ReplyTrack connects to on-premises Microsoft Exchange environments with help from your IT team.
Yes. ReplyTrack is deployed on Windows/IIS. Adit Microsys can also host it for you.
It depends on your mail platform and how many mailboxes you connect. In general: connect your mail platform, set up teams and SLA rules, and optionally deploy the Outlook add-in and Chrome extension. Book a demo and we will walk through it with your IT team.
Can ReplyTrack track email SLAs?
Yes. You define response targets by client, client group, user, team, or site, and can even target specific senders or domains for tighter control on key accounts. ReplyTrack tracks matching conversations against their deadline automatically.
An SLA rule is a reply deadline — for example, first response within 4 business hours for a client group. Conversations that match get a live status: on track, at risk, or overdue. Emails that do not match a rule, or do not require a response, do not get that deadline.
Yes. It lists emails approaching their deadline (at risk) and emails that have already missed it (breached). Those lists are in the web app, in the Outlook add-in, and in the Chrome extension.
Using business hours and holiday calendars, so nights, weekends, and holidays don’t count against your team unless you choose to include them. You can also set a rule to use calendar hours instead.
Yes. Managers use the dashboard and reports to see individual and team response performance, SLA compliance, volume, and overdue / at-risk lists. They can open a conversation from the dashboard, and filter by team, site, client, or date range. Access is limited by role (User, Team Lead, Manager, Admin).
What does the priority inbox do?
It ranks emails that need attention first, based on deadline risk and signals like age and importance. There are also dedicated lists for at-risk and breached emails. Optional AI can identify messages that do not need a reply.
Email alerts when a conversation is approaching its deadline or has become overdue, sent to the recipients you choose. Recent alerts show on the dashboard, and Alert History keeps a full record. Alerts run on a regular automatic check rather than the instant an email arrives, so there’s always some time to act.
On-demand reports covering volume, response times, SLA compliance, and team performance, exportable to PDF (with Excel available for SLA reporting). Scheduled reports are emailed automatically on a daily, weekly, or monthly schedule. Individual reports include a team leaderboard.
Yes. You can assign or reassign a conversation from the SLA, at-risk, breached, and priority lists in a click. Changes are recorded in the audit trail.
Yes. Administrators can use the audit trail for configuration changes, assignments, logins, and other recorded actions.
Yes. That is a core use of SLA definitions with clients and client groups. Key accounts can have tighter targets than general enquiries.
What data do you store?

Email metadata: sender, recipients, subject, timestamps, identifiers, folder flags, and thread status. This is used for sync, analytics, SLA tracking, and reporting.

Email body content is not stored in the database. Optional AI may read content in memory only — to classify whether a reply is needed, and optionally for sentiment. Only results (for example a classification or a sentiment label) are stored, not the body.

See the Privacy Policy for the full description.

No. ReplyTrack does not persist email body content in the database. Metadata is stored. Optional AI processing may read the body in memory and then discard it.
The application is served over HTTPS, and access is controlled by role. Adit Microsys is certified to ISO 27001:2022 and ISO 9001:2015. Ask us about encryption-at-rest options for your specific hosting environment.
If you self-host, data stays on your Windows/IIS environment. If Adit Microsys hosts ReplyTrack for you, data is held in that hosting environment. Details are agreed at deployment.
Is there a free trial?

Ask us. A trial or proof-of-concept can be discussed depending on your mail platform and mailbox count. Book a demo to start.

Book a demo, watch the product tour, or download the datasheet. We can help you connect a pilot set of mailboxes.

Adit Microsys Pvt. Ltd.

502 Shapath II, Opp. Rajpath Club, S. G. Road, Ahmedabad 380015, Gujarat, India

Phone: +91 81405 88555

Email: adit@aditmicrosys.com

Web: ReplyTrack.in

close menu icon

Become a Partner

Let's have a chat

close menu icon
close menu icon

Book a Demo

Let's have a chat