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Prioritize responding to customers who’ve been waiting longest
Prioritize responding to customers who’ve been waiting longest

Reorder your conversations list to reply to customers who are waiting the longest first.

Beth avatar
Written by Beth
Updated over a week ago

Sort your conversations by who’s been waiting longest for a reply. Just visit your team inbox and select Waiting longest at the top of your conversations.

What’s the difference between the conversation sorting options?

  • Waiting longest sorts conversations by how long a user has waited for a teammates reply, placing the longest waits at the top. Wait time begins at the start of a conversation or from the user's first message after the last teammate reply. Follow-up user replies, teammate notes, and bot replies don’t affect it. The timestamp on the conversation card reflects this first message. Once a teammate replies, the user is no longer waiting, and these conversations, along with back-office and tracker tickets, move to the bottom and don't display a timestamp.

  • Oldest activity sorts items by time since the last activity, with the oldest item at the top. Activities include user, teammate, and bot replies, actions like snoozing or reopening, missed SLA events, and notes. The timestamp reflects the latest activity.

  • Newest activity sorts items by the most recent action. Actions include: user or admin replies, admin notes, assignment, and conversation state changes.

  • Started first sorts items by their start time, with the oldest item at the top. This order remains unchanged, regardless of new replies or activity.

  • Started last sorts items by their start time, with the most recent item at the top. This order remains unchanged, regardless of new replies or activity.

  • Priority first shows priority conversations first. The secondary sorting is newest, with priority conversations at the top and the newest conversations following.

  • Next SLA Target orders conversations by their SLA targets. This means that items with the most urgent SLA targets will appear first. This sorting method helps ensure that conversations nearing their SLA deadlines are prioritized

If someone on your team was the last to reply to a conversation, we show a zero for that conversation's timestamp.


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