High-priority messages unanswered for 30+ minutes
Forward to: Team lead escalation
A billing issue in #support has been waiting 45 minutes
You manage a team you cannot measure
You know your community team is stretched thin. Community managers, moderators, and ambassadors are all contributing, but you have no unified view. When your VP asks 'do we need another hire?' you have no data. How many messages did each person engage with last week? Which channels have no coverage after 6pm?
Your best community manager handles 60% of all responses and is heading toward burnout. You have active moderators and ambassadors who could take on more, but you cannot identify who is already performing well enough to promote. The APAC window has almost no coverage, but you cannot prove it. When a VIP customer posts a blocking issue at 11pm and nobody engages for eight hours, you find out from your account manager the next morning.
60/40
Typical workload split between the busiest and least busy team member
8 hrs
Average gap during low-activity windows
Zero
Community managers with structured coverage heatmaps
Gut feel
How most community leads make headcount requests today
Visibility into your team's coverage, workload, and gaps
1
Map coverage across your entire team
Track engagement from community managers, moderators, and ambassadors in one view. Activity heat maps show engagement across times and days of the week, revealing exactly when your team goes dark.
2
Identify top contributors for promotion
Surface which moderators and community members are most active and effective. Use engagement data to recruit ambassadors and promote standout contributors.
3
Generate the weekly ops report
Automated reports show engagement per team member, moderator activity, ambassador contributions, and workload distribution trends. Ready for your standup or your VP.
Routes in action
Each route pairs a condition with a destination. When a message matches, it gets forwarded automatically.
Coverage gaps during off-hours
Forward to: On-call notification
No team activity in any channel for 2+ hours during peak
Messages from VIP or enterprise accounts
Forward to: Senior support
Enterprise customer posting in #general with a blocker
Repeated escalation patterns
Forward to: Operations review
Same issue type escalated 5x this week. Process gap
What your team gets
Coverage heatmap
By hour and channel
Activity heat maps show engagement across times and days of the week. See exactly when your team is active, when they go dark, and which channels have gaps.
Workload balance
Per team member
Identify which team members are handling a disproportionate share of engagement. Redistribute before burnout happens.
Headcount case
Built on data
Coverage holes and workload imbalances documented in weekly ops reports. Bring numbers to the budget conversation.
Ambassador pipeline
Top contributors identified
Surface your most active moderators and community members so you can recruit them into ambassador programs or promote them to mod roles.