Waiting for reply
Which chats count as waiting, where the count shows, and alerts for new ones.
Updated
A chat is waiting for reply when the customer wrote last, on a connected channel, within the last 7 days, and nobody is about to answer:
- the AI is off for the whole Inbox, or
- the chat is with your team: the AI is off in it, or a teammate took it over, or
- 2 minutes passed with no reply.
Waiting chats show the customer's message in bold and Waiting for reply in the row. The Waiting for reply filter lists only them, with their count.
The same count shows beside Inbox in the menu, in the browser tab's title and, on a phone, as a dot on the ☰ button. It updates about every 30 seconds.
New-message alerts. Turn them on with the bell beside Inbox. While Syniria is open in that browser, a short sound plays when a chat starts waiting for a reply or a waiting chat gets another message from the customer, and when Syniria isn't the window in front your browser also shows a notification with the customer's name and channel, never the message. Click it to open the chat. The first time, your browser asks whether Syniria may show notifications. Each person turns alerts on in each browser they use, and chats already waiting when you open Syniria don't set them off. They come within about 30 seconds (a tab in the background can take about a minute) and only while Syniria is open.
Return to AI doesn't make your agent answer a message that's already waiting: reply to that one yourself, or wait for the customer's next message.