Follow up on conversations

The Waiting Customer tab shows tickets awaiting the customer’s reply so you can nudge or close stale conversations proactively.

Steps

1. Open the Waiting Customer tab from the main navigation.

2. Review the list—tickets here are waiting on customer reply and show the last message timestamp.

3. 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.

4. 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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