MAYAWhen MAYA cannot find the answer in your catalogue, calendar or records, it asks the team: the question appears in MAYA then Customer questions. The written answer goes as is to the customer, on their channel; if you have already answered in the conversation, say so, and nothing is sent again.
The MAYA then Overdue screen gathers unanswered questions, open escalations and tickets without a first reply, by deadline, with the median reply time over 30 days.
The delay is counted in business hours, from the entity's work calendar, public holidays excluded: 4 hours to start with. At the deadline the owner is notified; four business hours later, the lead, if they are someone else. No more than two alerts per question.
A deadline passed more than 48 hours ago no longer rings: it shows on screen. Delays are set in Réglages de l’autonomie (autonomy settings).
PlansIncluded in every plan.