✅ Who is still waiting: the “Unanswered” filter and the “Checked” button
When there are a lot of conversations, losing one takes a couple of minutes. An operator opens a chat, gets distracted by a call, the chat slides down the list, and the customer waits until tomorrow. A report shows only a number; the workspace now shows the actual people who are waiting for a reply right now.
🔎 The “Unanswered” filter
A button with an exclamation mark in a speech bubble appeared at the top of the chat list. The red badge on it shows how many conversations are waiting for a reply.
- Open the Chats section
- Click Unanswered in the top right corner of the list
- Only the chats you have not answered yet stay in the list
Clicking again brings the full list back. The badge counts across every line at once and does not change with the selected line or tag: it is the work left to do, not the size of the current selection.
👤 The “Checked” button inside a chat
Not every message needs a reply. A customer writes “thank you”: you do not have to answer, but the chat stays in the filter and keeps catching your eye.
That is what the double-check button in the chat header is for:
- the button appears only when the chat is actually waiting for a reply;
- click it: the chat leaves the filter and the check mark turns green;
- click it again: the mark is removed and the chat comes back.
Important: the mark lasts until the customer's next message. As soon as they write again, the chat returns to the filter on its own: nothing to reconfigure.
🧹 Clear the backlog in one click
On the first day the filter will show every conversation where the customer wrote last, for your whole history. Instead of clicking through them one by one, use the bulk action:
- Click the double-check button at the top of the chat list
- Choose Mark every unanswered chat as checked
The workspace marks all current unanswered chats as checked and tells you how many there were. From then on the filter fills up again, with fresh conversations only.
📐 What counts as a reply and what does not
| Event | Chat stays in the filter |
|---|---|
| The customer wrote, an employee replied | No |
| The customer wrote, no reply | Yes |
| The customer reacted to a message (heart, thumbs up) | No, a reaction is not a new request |
| An employee reacted instead of replying | Yes, a reaction is not a reply |
| A broadcast was sent to the customer | Yes, a broadcast does not answer a question |
| An auto-reply was sent to the customer | Yes, an auto-reply does not answer a question |
| The reply was sent from your CRM over the API | No, that is a normal reply from an employee |
| The reply was sent but never delivered (window closed, provider refused) | Yes, the customer received nothing |
| The customer deleted their own message | No, a deletion is not a request |
The rule works the same way for every line: WhatsApp QR, WhatsApp Business API, Telegram, Instagram, Facebook Messenger, OLX.
Archived chats stay out of the filter and out of the badge: nobody sorts through them. The “unanswered” number in Reports is counted differently: those are requests from the selected period that went unanswered back then. Here you get the list of people waiting right now, whatever the dates.
💡 How to use it every day
- Twice a day (at lunch and before closing) open the filter and clear the list down to zero.
- Zero in the filter is a clear goal for a shift: not a single customer left without an answer.
- The badge is visible even when the filter is off: if it grows during the day, the incoming flow is outpacing your operators.
How many requests there were in total and how fast they were answered is shown in Reports, including the average reply time for each employee.