With Intercom Inbox, you can sort your conversations by who’s been waiting longest for a reply. Just visit your team inbox and select ‘waiting longest’ at the top of your conversations.
What’s the difference between oldest and waiting longest?
‘Waiting longest’ shows conversations from customers who have been waiting longest for a reply, even if they added follow up replies or if someone on your team added a note. We sort ‘waiting longest’ conversations by how long a customer has been waiting from the first message they sent. You’ll see the timestamp of the customer’s first message in the left-hand column.
‘Oldest’ shows the time since someone acted on a conversation. You’ll see the timestamp of the customer’s most recent message.
Important: If someone on your team was the last to reply to a conversation, we show a zero for that conversation's timestamp.
What’s next?
Now that you know which customers to respond to next, it’s time to give these customers the first class support they deserve.