By default, chats are sorted by
Latest Activity
, which means customers who’ve been waiting for a reply can get pushed down the list as new messages come in.Now, you can sort your chat list by
Longest Waiting
. This groups conversations into three sections based on who’s waiting:- Waiting for Business– Customer has replied, your team hasn’t
- Waiting for Customer– Your team has replied, waiting on the customer
- No Customer Response Yet– You reached out first, no reply yet
This makes it easy to spot which conversations need attention first and helps your team prioritize replies more effectively.
Want to learn more or need help setting this up? Reach out to the
DoubleTick Support Team
, and we’ll be happy to help.