Company portal 101: routing, SLAs and canned replies for CX teams
Panchaayat Business Desk · Published 13 October 2026 · 6 min read
A practical walkthrough of the day-to-day tools a CX team actually uses inside Panchaayat's company portal — routing rules, SLA policies, canned replies and saved views.
Once your company is registered, the day-to-day work happens in the company portal — the operational layer behind the public case pages. It is built around the same primitives a good helpdesk gives a CX team, scaled to however many cases arrive against your brand.
Routing and assignment
New cases land in a shared inbox; a lead or admin assigns them to the right rep, or you set rules so categories route automatically (e.g. billing disputes to a specific team). Saved views let a rep filter to exactly their queue — assigned to me, past SLA, unread — instead of scrolling the full company inbox.
SLA policy that doesn't burn out your team
- Set a resolution-time target per category, in hours — not one blanket number for every issue type
- Cases past their target are flagged automatically and trigger a notification, so breaches are caught, not discovered later
- Leave a category blank if it genuinely has no fixed target, instead of inventing one your team can't hit
Canned replies and internal notes
Canned replies cut repetitive typing for common situations (acknowledgement, request for more detail, resolution confirmation) without making every reply read like a template — reps can still edit before sending. Internal notes sit alongside the public thread for team coordination the customer never sees.
A first-week setup checklist
- Invite your team and assign roles (admin, CS head, team lead, rep)
- Set SLA targets for your top 3-4 complaint categories
- Write 4-6 canned replies for your most common situations
- Claim your company page: logo, brand colour, support hours, FAQs
Roles control what each person sees and does — Company admin, CS head, team lead and rep each get a different permission set — reference details and reports can be restricted to the roles that need them.
See every role and what it can do.
View roles & permissionsPut your complaint on the public record
Free, takes about a minute, and the company can reply in the open.
Raise a complaintFrequently asked questions
How many team members can we add?
The free plan includes one user licence; paid plans add more seats as your team grows. See current limits on the pricing section of the for-business page.
Can routing rules be category-specific?
Yes — SLA targets and routing can be set per category, so a billing dispute and a product-quality complaint can have different owners and different timelines.
Do canned replies look templated to customers?
Only if sent unedited. Reps can customise before sending, and a verified rep's signature still carries their name and the company badge, not a generic bot identity.
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Panchaayat Business Desk publishes general information to help consumers and companies understand their options — it is not legal advice. For a specific dispute, the escalation routes named above (National Consumer Helpline, sector regulators, Consumer Commissions) are the authoritative next step.