My extension is not showing important emails

The Important emails section stays hidden until Priority emails is turned on. It’s off by default. A saved View then chooses which emails appear, and the business hours you want to reply within.

Turn on Priority emails

1. In the timetoreply portal, click your name in the bottom-left corner and select Settings.
2. Open Extension setup.
3. Under Customize the extension for, choose Company, or Mailbox and pick the mailbox.
4. Open the Priority emails tab and turn on Show Priority emails in the extension.
5. Click Save.

Choose which emails show

1. Open the report you want to use, and set Show report for, When communicating with and any Filters.
2. Click Save View and give your view a name. To change an existing view instead, click Load View, choose the view, click Load, then click Update View.
3. Under Use this View for, tick Extension.
4. On the Extension tab, choose:
   • Overall response time goal: in business hours.
   • First response time goal: in business hours.
5. Click Save.

Once both are saved, Important emails uses the goals on that view.

For more detail, see How do I create/edit my Extension settings using Views?

Need help or have feedback?

Email us at [email protected]. We’re happy to help.