Discover how to use the 'On Hold' function within the Orlo inbox. This guide will show you how to pause response time tracking when you need to gather additional details for responses or are waiting for input from others.
Things to consider✅
- The 'On-Hold' functionality is only available in Conversation Mode for messages.
Benefits 🙌
- Accurate measurement of response times - Placing a message on hold pauses response times, allowing you to gather information from other teams or the public for a more accurate reply, leading to a truer reflection of performance when things are out of your control.
- Inbox organisation - Utilise the on-hold feature to effectively manage your messages, allowing you to quickly identify which ones require following up with.
How to put a message on hold:
1) Click on the Inbox button to navigate to the inbox view.
2) Once you have located the message that you need to put 'On Hold' click on the 
button on the top bar of the message view to bring up the on hold options.
- On Hold Internally - Ideal for situations where you need to gather additional information from colleagues within your department or from other teams.
- On Hold Externally - Ideal for situations where you are awaiting additional information from a customer or member of the public before you can respond.
3) Once a message has gone into an 'On-Hold' status, you can locate all of your on-hold messages via the filtering options in the inbox. Click 'Filters' ➡️ Conversation Status ➡️ Filter by On-Hold messages ➡️ Click 'Apply Filter'
4) When you click on an On Hold message, you will see a note to say the message has been put on hold and by which user.
5) To take a message off hold, click on the button and select the 'Push back to queue' button. This will push the message back into your main message view for you to respond and start the clock again to record response times.
Top Tip 💡
You can use Orlo's Dashboard feature to set up customised widgets that display both On-Hold messages and your regular message view, allowing for a streamlined overview in a single dashboard.