The un-replied conversations icon shows every incoming text, email, and chat awaiting your response.
Responding quickly matters. Each customer has a running timer that continues until you reply, and it feeds into your response time reporting metrics.
Clearing a message without a reply. Hover over any un-replied message to reveal your options:
Ignore for messages that don't need a response.
Acknowledge for emoji-only messages or customer reactions to something you sent. Acknowledge doesn't count as a Fumble as long as you use it before the one-hour mark.
Best practice: always have the last word in the conversation. Ending on the customer's message can impact your response time metrics.
