‍Inside the webinar

Setting up your SLA page

The starting point for proactive SLA management is visibility. Most teams only discover they've missed a response time target when a client follows up, by which point the damage is done.

Email Meter's SLA page gives you a real-time view of who on your team is meeting their response time goals and who is not. You set the targets, for example, 24 hours for standard client emails, 12 hours for priority accounts, and the dashboard shows you exactly where each team member stands against those targets.

If an agent has missed four emails, you can click through to see exactly which emails they were, when they came in, what the subject line was, and how long it took to respond. That level of detail makes it easy to identify whether a team member needs training, whether a specific client is being underserved, or whether the workload is simply too high for one person to handle.

You can also filter by email type, excluding internal emails, automated emails, CC or BCC messages, so the data you see reflects only the emails that actually require a response.

Building a proactive alert system

Reviewing SLA compliance after the fact is useful. Getting a nudge before you miss a deadline is better.

Email Meter's alert system lets you set up customized notifications that trigger before an SLA is breached. For your most important clients, you might set a 12-hour alert that goes first to the agent responsible for that account. If the email is still unanswered two hours later, a second alert goes to their manager. If it remains unanswered after that, a third alert escalates to senior management.

This layered approach means that nothing important falls through the cracks, not because someone was checking manually, but because the system is watching for you. You configure who gets each alert, which clients it applies to, and at what threshold it triggers.

Monitoring shared inbox performance

For teams managing shared inboxes, support@, sales@, info@, Email Meter gives you a breakdown of who is doing what inside each inbox. You can see how many emails each agent has handled, what percentage of the workload they are carrying, how long they are taking to respond, and how many exchanges it takes them to resolve a typical query.

This last metric, conversation length, is particularly useful. An agent who responds quickly but requires 12 email exchanges to resolve a question is less efficient than one who resolves things in three. Email Meter surfaces this data so managers can coach on quality, not just speed.

Inbox health snapshots

Beyond response times, Email Meter can give you a daily snapshot of the state of each team member's inbox — how many emails were received, how many were replied to, how many were read but not actioned, and how many are still waiting.

A common use case is a 5pm daily report showing the state of every inbox before the team closes for the day. If something important is sitting unread — a complaint, a time-sensitive request, a high-value client query — managers can intervene before it rolls over to the next morning.

AI-powered client sentiment analysis

For teams managing large numbers of client relationships, Email Meter's AI body processing adds another layer of visibility. The system is trained on your team's specific communication patterns to identify positive, neutral, and negative email sentiment at the client level.

This gives you a view of which clients are unhappy, not because they have complained explicitly, but because their email tone has been deteriorating over time. A client whose emails have shifted from positive to neutral to negative over three months is a churn risk, whether or not they have said anything directly. Email Meter surfaces this pattern so you can reach out proactively.

The AI can also categorize emails by topic, pricing questions, technical issues, delivery complaints, and show you which categories are generating the most negative sentiment. This helps identify systemic problems in your service delivery that response time data alone would not reveal.

CRM integration

Email Meter integrates with HubSpot, Salesforce, and other CRM platforms via API. This means you can enrich your email analytics with CRM data, client tier, account value, deal stage, renewal date, and use that data to set differentiated SLA targets for different client segments.

For example, enterprise clients with a renewal date in the next 90 days might have a 2-hour SLA target, while standard accounts have a 24-hour target. Email Meter applies these rules automatically and alerts the right people when a high-value account is at risk of a breach.

‍

Questions from the audience

Can we use our CRM data inside Email Meter?

Yes, Email Meter integrates with HubSpot, Salesforce, and other CRM systems via API. You can pull client data from your CRM into Email Meter to enrich your analytics, for example, segmenting response time data by client tier, account value, or deal stage. You can also push Email Meter data into your CRM, or export raw data to BigQuery for use in your own dashboards.

How long does it take to build a custom dashboard?

For metadata-based features, response times, volume, workload distribution, SLA tracking, the typical build time is around one week from installation to live dashboard. For AI body processing features, sentiment analysis, topic categorisation, escalation detection — the model needs to be trained on your specific data, which takes two to four weeks depending on how quickly we can gather examples from your team.

How does my team get access to the dashboard?

Access is managed at the admin level, team members sign in using their existing Gmail or Outlook credentials via single sign-on. No separate login is required, and individual team members do not need to configure anything. Access permissions are controlled entirely by the admin, and team members are not notified when access is granted or changed.

‍