How to handle missed customer replies

    CategoryConversations
    Article typeDocumentation
    Estimated reading time 4 min read
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Use the 'Unread' filter in your Conversations inbox to identify missed replies. You can also set up Workflow Automation to notify your team via internal channels if a customer reply sits unanswered for too long.

    Who this article is for

    Managers, team leads, and support agents using GEVADE CRM.

    Overview

    Missing a customer reply can lead to lost sales or poor customer satisfaction. Implementing a solid process for identifying and handling missed replies is essential for any team.

    Step 1: 1. Use the Unread Filter Daily

    Make it a habit to check the Unread filter in the Conversations inbox multiple times a day. This is your primary queue for new, unanswered customer replies.

    Step 2: 2. Check the 'Assigned to Me' View

    If you work in a team, ensure you are checking the 'Assigned to Me' filter combined with the 'Unread' status to find replies specifically waiting for your attention.

    Step 3: 3. Set Up Stale Conversation Alerts (Advanced)

    Use Workflow Automation to create a safety net, depending on your account configuration. You can build a workflow that triggers when a customer replies, waits for a specific duration (e.g., 2 hours), and then checks if the conversation is still 'Unread'. If it is, the workflow can send an internal notification (email or SMS) to a manager or a fallback team member.

    Configuration note

    If a team member goes on leave, their assigned conversations must be temporarily reassigned, or another team member must monitor their 'Assigned' view to prevent missed replies.

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