ReplyTrack is email response management and SLA tracking software. It sits between “received” and “responded” — so customer-facing teams can see which emails need a reply, how much time is left, and who is falling behind.
Your team keeps using Microsoft Outlook, Gmail, or Exchange. ReplyTrack adds deadlines, status, alerts, and a dashboard. No inbox migration. No change to how people write or send email.
Measure how quickly your organisation replies — not how full the inbox looks.
Timing uses each user’s business hours, holiday calendars (including per-site calendars), and scheduled leave or unavailable time. An SLA rule can be set to count business hours only, so nights, weekends, and holidays do not distort the numbers unless you configure them to count.
Reply commitments should not live only in a contract or a policy document. ReplyTrack turns them into deadlines on conversations that match your rules.
One dashboard for users, team leads, managers, and administrators — scoped to what each role is allowed to see.
The dashboard stays current automatically as mail syncs — no manual refreshing or spreadsheet updates.
ReplyTrack surfaces what needs attention first, based on urgency and deadline risk — not generic AI sorting of the inbox.
Know about at-risk and overdue replies before the customer follows up.
Alerts run automatically in the background, giving your team time to act before a deadline is missed.
Give leadership a regular view of email response performance.
Move a conversation to the person who should handle it.
Administrators can see who changed what, and when — covering configuration, SLA rules, assignments, and logins.
The Outlook add-in is a panel beside the inbox. It shows deadline status, time remaining, personal metrics, and lists for priority, at-risk, and breached emails. Users can open the full web dashboard from the add-in when they need the bigger picture.
The Chrome extension adds countdown timers on inbox rows and a metrics widget in Gmail and Outlook in the browser. It connects to your ReplyTrack server; it does not replace Gmail or Outlook.
Roles are User, Team Lead, Manager, and Admin. People see emails and metrics within their allowed scope.
Model the company as regions, sites, departments, and teams. Dashboard and report filters can use that structure.
Business hours, holidays (including per-site calendars), leave, and unavailable time are used when an SLA is set to count business hours. A target of “4 hours” then means 4 working hours — not 4 hours overnight or on a holiday.
Treat key accounts differently. Set different response targets for specific clients or client groups, or match senders by domain.
