Open Mylon

Mylon Kit

Standard operating procedure for answering client messages in Mylon.

Owner
Andrei
Applies to
CS team
Tool
Mylon
Updated
Nov 4, 2026
Version
1.1
Open Mylon mylon.mediamaxxing.com · Continue with Slack
  • 30 minReply time
  • 8 AM to 10 PMET, every day
  • 80%In 30 min
  • 3 daysMax quiet

1Overview

Purpose

Every message a brand posts in our Slack Connect channels becomes an issue in Mylon. This SOP sets how fast we reply, who owns each brand, and the steps to follow every day.

Scope

Everyone on the CS team who answers brands in Mylon. Managers have their own guide.

Standards

StandardTarget
First reply to a new message30 min
Follow up reply after the client writes again30 min
Hours covered8 AM to 10 PM ET, every day
First replies inside 30 min80% or more
Longest any brand goes without a message from us3 days
Owner per active brand1

2Setup

About 5 min, once. Stays ticked on this device. 0 of 5
  1. 1

    Sign In

    Open mylon.mediamaxxing.com and click Continue with Slack. Approve in Slack. You land on the Inbox.

  2. 2

    Connect Slack

    Gear (bottom left) > Slack connection > Connect Slack, approve. Then check what the composer says:

    • Sending as youDone. Your replies and reactions come from your own Slack account.
    • Sending as [your name] via MylonNot connected yet. Replies still go out with your name and photo, but reactions are off.
    • Sending is offYellow tag: nothing reaches Slack. Tell Davin. Notes still save.
  3. 3

    Set Your Status

    Click your name (bottom left) > the row with the colored dot (it shows your current status, like Active).

    • ActiveYou can get new issues.
    • Away1 hour, 4 hours, Tomorrow 9am, or Until I turn it off. Auto assignment skips you while you are away.
    • Out of office…For days off. See the rules.
  4. 4

    Know Where Things Are

    The left sidebar:

    • InboxYour main list. Tabs: Needs reply, On customer, On hold, All.
    • All issuesBoard of every issue by status.
    • My issuesEverything on you.
    • SnoozedOpens On hold: snoozed issues plus anything parked on hold.
    • AccountsEvery brand, with its Account owner.
    • Waiting onOne row per teammate. Your row is what is waiting on you.
    • AnalyticsOpens on the Scoreboard. That is how you are scored.
    • BellReply due and Reply late warnings, @mentions, assignments.
  5. 5

    Press ?

    Any time, to see every keyboard shortcut. The ones that matter are in Shortcuts.

3Daily Routine

Clears itself each new day 0 of 15

Start

About 10 min

During

All day

End

About 10 min

4Rules

The four that matter most, then the rest

Reply to every client message within 30 min.

8 AM to 10 PM ET, every day. First replies and follow up replies.

No brand goes 3+ days without a message from us.

Check in with every brand you own 2 to 3 times a week.

Every active brand has one owner.

A brand you work shows No owner? Ask Andrei.

Never close, hold, or mark On customer just to stop a clock.

It hides the issue and the client is still waiting.

Reply Time

  1. Goal: every reply within 30 min, 8 AM to 10 PM ET, every day. In 30 min on the Scoreboard counts first replies (goal 80%). Avg reply counts every reply (goal 30 min).
  2. A real reply counts. A reaction, a note, or changing a status does not.
  3. Can't solve it in 30 min? Reply anyway. That stops the clock. Then come back.
    On it, back to you by 3 PM.

Quiet Brands

  1. After 3 days with no message from our team, a brand shows as a Quiet brand. Check in 2 to 3 times a week, even when nothing is broken.
  2. Brand quiet on Slack? Get them on a call.
  3. A top level post in their channel counts (weekly report, check in, update). Bots and automatic messages do not.

Ownership

  1. Andrei sets the owner for each brand. You can see it on the brand page under Account owner.
  2. The owner makes sure the brand is answered and checked in on. Anyone can reply, but the owner is on the hook.

Notes vs Replies

R Reply
The client sees it. Posts in their Slack thread.
N Note
Yellow box, "Only your team sees notes". For context, handoffs, and pulling in a teammate with @.
  1. Never put internal talk in a reply.
  2. Never use a note when the client is waiting on an answer. A note does not stop the clock.

When to Close

  1. Close Sthen0 when the client's question is answered and nothing is left on our side.
  2. Mylon closes on its own when the client says thanks or reacts with a thanks emoji to our answer, or a teammate reacts :white_check_mark: on the latest client message.
  3. Issues with no activity for 21 days close on their own.

Snooze

  1. Snooze Z only when you are truly waiting on something with a known time ("they send the file Friday").
  2. A snoozed issue sits in On hold and wakes when the time passes or the client writes.
  3. Every snooze must still make sense at the end of the day.

Handing Off

  1. Leaving an issue to someone? Write a note with what happened and what is next, @mention them, then change the assignee A.
  2. An @mention in a note only notifies them. It does not move the issue, so always change the assignee with A. A teammate @mentioned in a Slack reply in the thread is added to the issue, so it counts on them in Late now and Waiting too.
  3. Picking someone Out of office asks "Assign anyway?". Away people show their status next to their name but get no warning, so check before you pick. Pick someone who is on.

Out of Office

  1. Set it before you log off: your name > the status row > Out of office… > pick until when.
  2. Leave Reassign my open automatic issues now on. Turn on Also hand off issues assigned to me manually if you will be gone more than a day.
  3. Click Set out of office. You get no Reply due or Reply late DMs while out. If auto assignment is on, new issues skip you too.
  4. Brands you own still need check ins. Ask a teammate to cover them.

5How an Issue Moves

Status moves on its own. You mostly just reply.
  1. 1
    Client writes
    New
    Ball with us

    Client wrote, nobody replied yet.

  2. 2
    We reply
    On customer
    Ball with client

    We replied last.

  3. 3
    Client writes again
    On you
    Ball with us

    Client wrote again after our reply. Reply and it goes back to On customer.

  4. Client says thanks
    Closed
    Ball with nobody

    Done. If the client writes again, it reopens.

On hold Ball with nobody

Parked on purpose or snoozed. Ball is with nobody until it wakes.

Waiting on us = New + On you That is what the Needs reply tab shows.

The Timers

On every issue, right side. Late and the Reply due and Reply late DMs follow the reply targets in Settings. In 30 min always uses 30 min, 8 AM to 10 PM ET.

First replyStarts: The client's first message in the issue.Stops: Anyone on our team posts in the thread (from Mylon or straight in Slack).
Follow up replyStarts: The client writes again after our reply.Stops: Anyone on our team posts in the thread.
Check inStarts: We wrote last and are waiting on the client, on issues with a check in target.Stops: We post another update, the client answers, or the issue closes.
Time to closeStarts: The client's first message.Stops: The issue is closed.
Time to first closeStarts: The client's first message.Stops: The first time the issue was closed, even if it reopened later.

What Does Not Stop First Reply or Follow Up Reply

  • A note (even one that @mentions a teammate) or a reaction.
  • A bot or automatic message.
  • A client message that is just "thanks" or "ok" does not start a new clock either.

Row Pill Colors

The pill on each issue row shows how close it is to late.

Amber means close to dueRed means Late
Cancels a running reply clock: manually setting On customer, On hold, or Closed, or a snooze. That is why the rule says never do it to dodge a clock.

6Shortcuts

Press ? or ⌘ / in the app

Five keys do most of the job.

  • RReplyTo the customer
  • NNoteOnly your team
  • SStatusChange it
  • AAssignChange who
  • ZSnoozeKnown time only

In the Status Menu

  • 1New
  • 2On you
  • 3On customer
  • 4On hold
  • 0Closed

Get Around

  • Show all shortcuts?or⌘/
  • Open command menu⌘K
  • Copy link to this page⌘⇧L
  • Go to InboxGthenI
  • Go to Scoreboard (the app's shortcut list calls it Go to SLA analytics)GthenY
  • Go to AccountsGthenA
  • Go to ContactsGthenC
  • Next / previous issueJ/Kor↓/↑
  • Select issueX
  • Clear selection, close panel or menuEsc
  • Search the list⌘For/
  • Add filter / remove filterF/⇧F

Work an Issue

  • Reply to customerR
  • Write internal noteN
  • Send⌘↵
  • Change statusS
  • Change assigneeA
  • Set priorityP
  • Edit tagsT
  • SnoozeZ

In the Command Menu

  • Change tabs⌘[/⌘]
  • Open in new tab⌘↵
  • Back from a picker⌫

7How You're Scored

Analytics > ScoreboardGthenY

Opens on the last 7 days. Scoreboard hours: 8 AM to 10 PM ET, every day. These are the tiles you are scored on. The big number is the goal.

  • 0Late now
  • 30mAvg reply
  • 80%In 30 min
  • 0Quiet brands
Click a tile to see the issues or brands behind it.Green means on goalRed means far offPlain does not mean on goal. Check the number.

The Team Table

Find your row. Here is what each column means for you.

Late nowYour issues past the reply target in Settings right now. Should be 0. That target can be longer than 30 min, so aim for 30 min either way.
WaitingYour issues waiting on us right now. Same number as your sidebar row.
In 30 minShare of your first replies sent within 30 min. Goal: 80%.
Avg first replyYour average time to the first reply on a new client message. Goal: 30 min.
Avg replyYour average time on every reply. Goal: 30 min.
Quiet brandsBrands you own that we have not written to in 3+ days. Should be 0.

How Credit Works

Speed Goes to Whoever Replied

In 30 min and Avg reply credit the person who replied, not who it was assigned to. Jump in and you get the credit.

Late Now and Waiting Count Everyone on It

Everyone on the issue: the assignee, plus teammates @mentioned in the latest Slack message that tags a teammate, or the people added by hand on the issue. An issue on two people counts for both. An @mention in a note does not count.

Quiet Brands Go to the Owner

The brand's Account owner.

Chase Now

Under the table. Every late issue and quiet brand for the team shows here, late issues first, with the owner's name on each row. Find yours. Each row has a Slack button to jump straight into the thread. Empty list says Nothing to chase.

8FAQ

I replied in Slack directly, not in Mylon. Does it count?

Yes. Any message you post in the issue's Slack thread stops the clock and counts as your reply.

I reacted with eyes or thumbs up. Does that count as a reply?

No. Reactions never stop the clock. :eyes: on a client message makes you the assignee, unless someone already picked an assignee by hand. :white_check_mark: on the latest client message closes the issue.

Does a note stop the clock?

No. The client never sees notes, so only a reply stops the clock.

The client wrote at 11 PM. Am I late at 11:30?

Not for In 30 min. Our 30 min goal only counts 8 AM to 10 PM ET, so that message starts counting at 8 AM. Reply by 8:30 AM.

Weekends?

Yes. Our 30 min goal runs every day, Saturday and Sunday included.

I helped on someone else's issue. Who gets credit?

You. Reply speed counts for whoever replied.

Why did an issue come back after I replied?

The client wrote again. It goes to On you and a Follow up reply clock starts.

The client just said "thanks". Do I need to reply?

No. A thanks or "ok" after our answer closes the issue on its own and starts no clock.

What makes a brand "quiet"?

No message from anyone on our team in their channel for 3+ days, on a brand that wrote to us in the last 30 days. Any post counts, including a weekly report or a quick check in.

Who owns a brand?

Open Accounts > the brand and look at Account owner. To own a brand or change an owner, ask Andrei.

What do Reply due and Reply late DMs mean?

Reply due in 15m: answer it now. Reply late: it already passed its reply target. You get both in Slack DMs and in the bell.

I'm out tomorrow. What do I do?

Set Out of office before you log off. You get no Reply due or Reply late DMs. If auto assignment is on, your automatic issues move to a teammate and new ones skip you. Ask someone to check in on your brands.

In Short

Reply within 30 minutes. Talk to every brand at least every 3 days. If you can't fix it in 30, reply with when you will.

Open Mylon