Waiting timers
A timer starts when the customer writes and stops when your team replies. Set what “too long” means for new leads and for existing customers.
In developmentPart of inChat early access
Conversation managementSee which customers are waiting, and for how long.
Every thread has a status, and waiting timers count up the moment a customer writes. The conversations that need you rise to the top, so “I thought someone answered that” stops being an explanation.
The job it does
An inbox is a list. A queue tells you what to do next.
Chat apps sort by the most recent message, so the customer who wrote an hour ago sinks below the one who said “thanks!” a minute ago. That’s the wrong order for a team that sells.
Without it
- Newest message on top, regardless of who’s waiting
- No way to tell “answered” from “read and forgotten”
- Threads stay open forever, or get archived too early
- Managers find slow replies after the customer has gone quiet
With inChat
- Views sorted by how long the customer has waited
- Open, waiting on customer, snoozed and closed statuses
- Snooze a thread until a date and it comes back on its own
- Waiting timers that make slow replies visible while there’s still time
Capabilities
What conversation management includes.
Clear statuses
Open, waiting on customer, snoozed, closed. A status change is one click and shows up in the timeline.
Snooze with a reason
Waiting on a deposit or a decision? Snooze until Friday and the thread reopens with your note on top.
Views for every role
Reps see their own queue. Managers see unassigned and overdue across the team, without reading every chat.
For managers
Catch the slow reply before the customer notices.
A manager’s job isn’t to read every message. It’s to know where the team is behind. The overdue view shows every thread past your response standard, who owns it and how long it’s been, so you can step in or reassign.
- Separate standards for new leads and existing customers
- Business hours, so evenings don’t count against the team
- Overdue threads highlighted in every view
- Response time reported by person and by channel
How it works
Getting started, step by step.
Decide your response standard
Pick realistic targets for first replies and follow-ups. Start with what the team can keep, then tighten.
Set business hours
Timers pause outside working hours, and after-hours messages are due when you open.
Work the waiting view
Reps clear their queue from the longest wait down. Snooze what’s blocked; close what’s done.
Review weekly
Look at overdue threads and response times by person and channel, then adjust staffing or rules.
Especially useful for
Conversation management FAQ
Questions about conversation management.
What it does, how it’s designed, and what’s still being decided.
Ask us something elseThe design is that a message sent to the customer from inChat stops the timer. Internal notes don’t. We’re finalizing details, like how template messages count, with early-access teams.
That’s the plan: separate standards for new leads, existing customers and after-hours messages, so the timers match how your business actually works.
No. Closed conversations stay in the contact’s history and reopen if the customer writes again.
Conversation management is in development as part of the launch scope. inChat is in early access.
Early access
Make every conversation count.
Join the early-access list to see inChat in action, help shape what we build next, and be first to know when your team can start.
- A walkthrough built around your channels
- Early look at pricing and plans
- A direct line to the product team