What Should I Do With an Unreplied Conversation?
When you see an unreplied conversation, determine whether it still requires a response. You should either:- Respond to the customer if the conversation still needs attention.
- Complete the conversation if no additional response is needed.
Not every customer message requires a response. If the conversation is finished, complete it rather than leaving it active and unreplied.
Keep Your Conversation List Organized
It’s normal to have some active and unreplied conversations throughout the day. However, a large number of older unreplied conversations can make it more difficult to identify customers who are actually waiting for a response. Regularly completing finished conversations helps your team:- Keep the conversation list manageable.
- Quickly identify customers who still need attention.
- Reduce clutter from older conversations.
- Avoid overlooking new or time-sensitive messages.
Find Unreplied Conversations
You can filter your conversation list to quickly find conversations that are still waiting for action.- Open Conversations.
- Open the conversation filter.
- Select Active.
- Choose Unreplied.
Why Is My Badge Count So High?
If you notice a high badge count next to Conversations or in the Captivated mobile app, you may have older conversations that were never responded to or completed. Use the Unreplied filter to work through the list and determine which conversations:- Still need a response.
- Can be completed.
- Need to be transferred to another team member or Queue.