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 waiting longest, oldest, started first, and started last?
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 last activity happened for a conversation. Activities include: snoozing or reopening a conversation, SLA events missed and notes or replies added by teammates. You’ll see the timestamp of the customer’s most recent message.
Started first shows items in your inbox ordered by when they started, with items that were started first at the top. When sorting by this option, items will not change order even if there’s a new reply or activity that takes place.
Started last shows items in your inbox ordered by when started, with items that were most recently started at the top. When sorting by this option, items will not change order even if there’s a new reply or activity that takes place.
If someone on your team was the last to reply to a conversation, we show a zero for that conversation's timestamp.
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