Datasheet

Email Response Management & SLA Tracking Softwar

By Adit Microsys

Give customer-facing teams visibility into email response times, reply deadlines, and inbox status — in Outlook, in Gmail, and on a web dashboard.

Headline options (pick one for the PDF hero)

Product Summary

ReplyTrack connects to Microsoft 365, Gmail / Google Workspace, or on-premises Microsoft Exchange. It measures how fast your team replies against the deadlines you define — per client, client group, user, team, or site.

Agents keep using Outlook or Gmail. Managers use the dashboard and reports. Email alerts go out when a reply is due soon or overdue.

The Problem

Customer-facing teams handle large volumes of email. An inbox shows messages. It does not show response performance.

Response times vary by person; there is no single view across the team
SLA definitions exist on paper but are not tracked in the mail system
Nights, weekends, and holidays distort reports unless working calendars are used
Leaders often find out from a client follow-up — not from the system

The Solution

ReplyTrack is a control layer on top of the mail you already use.

Track : Know what needs a response
Prioritize : Focus on conversations that need attention first
Alert : Email alerts when a deadline is at risk or missed
Analyze : Individual and team performance on the dashboard and in reports
Improve : Use response data to coach and set better targets

How It Works

Connect : Link Microsoft 365, Gmail, or on-premises Exchange. ReplyTrack syncs mail metadata.
Monitor : Team members see reply deadlines and status in Outlook or the browser. Managers use the web dashboard.
Act : Email alerts fire when a reply is due soon or overdue. Priority lists show what to handle first.
Improve : Scheduled PDF reports and on-demand reports go to leaders on a cadence you choose.

Your team manages the conversation. ReplyTrack manages the response timeline.

Core Capabilities

Capability	What it does
Email response time tracking	First-reply time, overall response time, time to close, and volume — using business hours and holidays when the SLA is set that way.
SLA & deadline management	Response targets per client, client group, user, team, or site, with a live status: on track, at risk, or breached.
Performance dashboard	Individual and team KPIs, overdue / at-risk lists, and trends. Filter by team, site, or client, and open conversations directly from the dashboard.
Priority inbox	Ranks emails by urgency and deadline risk, with separate at-risk and breached lists. Optional AI can close emails that do not need a reply.
Alerts	Email alerts when a reply is at risk or overdue, sent to the recipients you choose. Alert history kept in the app.
Reports	On-demand reports exportable to PDF, with Excel available for SLA reporting. Scheduled reports emailed automatically (daily, weekly, or monthly). Team leaderboard on individual reports.
Email assignment	Manually assign or reassign a conversation to a team member. Changes are recorded in the audit trail.
Audit trail	Administrator log of configuration, assignment, and other recorded actions.
Outlook add-in & Chrome extension	Outlook: task pane with timers, metrics, and priority lists. Chrome: inbox countdown timers and a metrics widget in Gmail and Outlook on the web.

Works Inside Outlook and Gmail

Microsoft Outlook users can keep working in Outlook. ReplyTrack adds deadline status, time remaining, and metrics in an add-in pane. A Chrome extension is available for Gmail and Outlook on the web.

Built for Growing Teams

Access control : Roles: User, Team Lead, Manager, Admin
Org structure : Regions, sites, departments, and teams
Working calendars : Business hours, holidays (including per site), leave, and unavailable time
Client rules : Different response targets for clients and client groups
Security : HTTPS in transit; metadata stored, not email bodies; audit log
Deployment : Windows/IIS, self-hosted or hosted by Adit Microsys

Integrations

Key Facts (for Callout Boxes on the PDF)

Before / After

Without ReplyTrack	With ReplyTrack
“Did we reply?” — hard to say for sure	Matching threads have a visible status and deadline
Clients follow up before you notice	Email alerts when a reply is due soon or overdue
Spreadsheets and gut feel	One dashboard across teams and sites
Manual SLA tracking	Deadlines from the SLA rules you configure

Who It Is For

Data & Privacy (Short Version for the Datasheet)

Metadata is stored: sender, subject, timestamps, identifiers, folder flags, thread status
Email body content is not stored in the database
Optional AI may read content in memory only, to classify whether a reply is needed
Role-based access; audit log; HTTPS in transit

Security & Compliance

Deployment

Company

ReplyTrack is a product of 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

Website : https://www.replytrack.in

Website : https://www.aditmicrosys.com/