Response Time for Asynchronous Channels lets customer service teams define, track, and enforce response time commitments for customer emails at the interaction or case level. Admins configure response time definitions with duration, schedule, start and stop conditions, and warning thresholds. The system then creates a response time tracker record for each customer email cycle, monitors it through the agent's reply, and marks it as achieved or breached. Agents see color-coded elapsed percentage and due-by information in their workspace, along with bell-icon notifications when a record reaches its warning threshold or breaches. Managers gain visibility into response time status across interactions and cases, helping to improve compliance and customer satisfaction.

- Configure response time definitions for email interactions and cases, including the response duration, schedule, start and stop conditions, and a configurable warning threshold.
- Automatically create one response time tracker record per customer email cycle. New cycles create new records when no active tracker exists.
- Get bell-icon notifications at the pre-breach warning threshold (default 50%) and again when the response time breaches (100%).
- View color-coded business elapsed percentage and a sortable Response due by timestamp in the My Interaction Response Time and My Case Response Time lists.
- Support 24x7, schedule-based, and field-based schedules, with agent or record-specific time zone handling.
- Auto-complete tracker records when stop conditions are met, such as an outbound agent response email.
- Cancel tracker records when the interaction or case is closed without a customer-facing reply.
- Mark tracker records as breached when the business elapsed percentage reaches 100% without an agent response.
- Prevent duplicate notifications through the response time notification logs table.