In the Webcare module of Spotler Engage, the clock icon next to the date of a message indicates that a service level is active. The icon shows how much time is still available to respond and immediately makes it clear how urgent a message is in the inbox.
What does the clock icon next to a message mean?
The clock icon is an indicator of the remaining response time based on a configured service level. As soon as a message arrives, a timer starts automatically. The clock visualizes this timer and is continuously updated.
The icon is only displayed when a service level has been set. The corresponding response time is determined in the settings of a stream in the Webcare module.
What statuses does the clock icon have?
The status and color of the clock icon change depending on the remaining response time.
| Status and color | Meaning |
| Well within time: green | Within 80% of the configured service time. |
| Almost expired: orange | In the last 20% before the service time expires. |
| Exceeded: red | The service time has fully elapsed. |
How do you use the clock icon in practice?
Use the clock icon to prioritize messages based on urgency. Messages for which the time is almost up or already exceeded require immediate attention. By handling these messages first, you consistently work within the agreed service levels and maintain an overview in the inbox.