Pending Status and Reminders

Sometimes you’ve answered the customer but you’re waiting for them to confirm, test something, or reply. Marking a conversation Pending keeps it off the main Open queue without closing it, and optionally fires follow-up nudges automatically.

Mark a conversation pending

1. Open the conversation.
2. Click the caret (arrow) next to the Resolve button.
3. Select Mark Pending.

The conversation status changes to pending and moves to the Pending tab in the inbox list. The top bar shows an amber “Pending” badge.

When the customer replies, the conversation automatically flips back to Open and cancels any follow-up sequence.

Unmark pending

Click the caret again and select Unmark Pending (same menu) to move it back to Open manually.

Reminders

A reminder lets you set a time to revisit a specific conversation. When the time arrives, a reminder message is posted inside the conversation thread as a note, and you receive a notification.

Set a reminder

1. Click the bell icon in the composer toolbar.
2. Pick a date and time.
3. Save.

The reminder fires at the time you set regardless of the conversation status. Multiple reminders per conversation are supported.

Cancel a reminder

Find the reminder note in the conversation thread and cancel it from there, or use the reminder picker again to manage it.

Auto follow-up (support automation)

If your organization has support workflow automation configured, conversations in Pending status can automatically send follow-up nudges to the customer after a configurable interval - for example, “Just checking in, did this help?” after 48 hours. The number of follow-ups and the interval are set under Settings → Support Automations.

When the customer replies, the sequence stops and the conversation reopens. When the maximum number of follow-ups is reached, the conversation can be resolved automatically.