How do I set a target for how fast we respond to new opportunities?
Set an opportunity response target so the owner is alerted when a new opportunity waits too long for a first text or call.
Set your response target in Settings, under Opportunities: choose how long a new opportunity can wait before it counts as overdue. Opportunities that go past the target without anyone contacting the customer show up in their owner's morning summary.
Where to set it
- Open Settings and go to Opportunities (under Workspace).
- In "Opportunity response target", set how long a new opportunity can wait, in minutes or hours. New workspaces start at 48 hours; lower it to whatever you want to aim for.
- Leave it blank to turn the target off: response times still appear in reports and on the dashboard, but no morning summaries are sent.
What happens when an opportunity goes past the target
When a new opportunity goes past your response target without a first text, call, or email, it's added to its owner's morning summary. Each owner gets one summary a day at 8am your workspace time, listing their opportunities still waiting on a first response, longest wait first. It arrives as a notification on the web and phone, and by email or text if the owner turns those on under My Account > Notifications > Response overdue. Crossing the target also fires the Opportunity response overdue automation trigger once, so you can text a manager or create a task right away.
How responding is measured
An opportunity counts as contacted the moment someone texts the customer, places an outbound call, or sends them an email from Coastline. Sending a document like an estimate is not a first touch. The clock runs from when the opportunity was created to that first outreach. You can watch what still needs attention on the Opportunities Awaiting Response dashboard widget, and chart response time by team member or lead source in Reports.
Related: How do I see which opportunities still need a first response?
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