Follow up on conversations
Track conversations waiting for a customer reply and nudge them before threads go stale.
The Waiting Customer tab shows tickets awaiting the customer’s reply so you can nudge or close stale conversations proactively.
Steps
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Open the Waiting Customer tab from the main navigation.
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Review the list—tickets here are waiting on customer reply and show the last message timestamp.
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For tickets you should nudge, either send a short follow‑up or use an inactivity reminder (see inactivity reminders on the Settings → Inboxes product page) if available.
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For inactive threads, consider closing them in bulk or sending a final notice before closing.
Edge cases
- If a ticket is incorrectly categorized as Waiting Customer, check the ticket timeline to confirm the last message direction and adjust the ticket status manually.
Tip
- Use this tab daily for a quick snapshot of what needs follow‑up; it prevents tickets from lingering and improves response SLAs.
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