Operations
Work through pending replies
Use the pending-reply view to find customer conversations that need a response or a clear next action.
Read the queue
Open the pending-reply entry in the communication workspace or Admin Console. Sort your work by owner, channel, customer state, reminder time, or overdue status when those filters are available.
- A conversation may be pending because the customer sent a new message.
- A muted conversation usually stays out of reminders unless the customer explicitly mentions the employee.
- Automatic greetings do not replace the human response state.
Work a conversation
- Open the customer context before replying.
- Read the latest messages, notes, labels, and open task.
- Reply, assign the next owner, create a task, or mark the conversation as not requiring a reply.
- Confirm the visible state changes before leaving the conversation.
Do not treat a notification as proof of completion
Check the conversation state after sending. A network or policy failure must remain visible instead of being treated as a successful reply.
Close the loop
When the customer is answered, the pending state should clear according to the conversation rules. If a response is not yet possible, record a task or internal note so the next teammate understands why.
For ownership changes, read Keep customer ownership clear.