Every customer who’s waiting on you, in one morning list

What it does

• Builds the list from your email, your calendar, your meeting notes and anywhere else your team talks to customers, like Slack or a support desk: who you talked to, who they are, and who on the team owns them.
• Checks every morning whether each person got their reply, from any teammate, by email, on a call or wherever else you talk to them.
• Flags who is overdue and who is coming up, with one line on who each person is, so nobody has to ask “who’s that?”
• Notices when a customer writes back and puts them on the list again.
• Answers “who do we owe a reply?” any time you ask.

The reveal

You tell it who on the team talks to customers, once. Tomorrow morning there’s a short list in your inbox: the three people still waiting on an answer, who each of them is, when they last heard from you, and who owns them. The follow-up that would have slipped for a week goes out the same day.

Configuration

• Your team: who talks to customers, and which inboxes to watch.
• Other places: anywhere else you talk to customers, like a shared Slack channel or a support desk. Email is the default.
• Reply window: how quickly a reply should go out. Two business days unless you say otherwise.
• Morning list: when it arrives and who gets it, or folded into your team’s daily recap.

What it doesn’t do

• It doesn’t write to your customers. It tells your team who’s waiting; a person sends the reply.
• It doesn’t track bugs. What customers report can go straight to your team’s tracker with User Chats to Issues.

Triggers

Runs every weekday morning at the time you pick, and answers whenever you ask who’s waiting on a reply.