The automatic unanswered chat highlighting feature helps operators efficiently manage customer communication. The mechanism tracks incoming messages that haven't been answered yet and draws employee attention to such chats through visual indicators. The feature is configured globally by the account administrator in general settings. A time interval can be set (from 3 to 60 minutes) after which the chat will be highlighted in the chat list.
If a client sends a message and the operator doesn't respond within the set time period, the system automatically highlights this chat with a special indicator - a blinking red clock icon in the chat list. This helps prevent missing important requests during peak workload periods.
Feature Benefits
- Prevention of lost client inquiries
- Improved response time to incoming messages
- Visual monitoring of response speed
- Enhanced customer service quality
Functionality specifics
- Works only for open chats
- It only works for personal chats, not for groups
- Doesn't trigger for chats with "Completed" status (details in Closing Chats section)
- Visual indicator - blinking red clock icon
Business Use Cases
Particularly useful in following scenarios:
- Technical support teams with high inquiry volume
- Sales departments with intensive communication
- Multi-agent contact centers
- Companies with high customer service standards
Integration with Other Features
Works with WAMM.chat features like:
- Closing Chats - maintains order in active dialog lists
- Chat Tabs - enables efficient dialog list management
- Assigning chat responsibility - helps distribute workload between operators
- Chat Sorting - additional tool for dialog management optimization
Using this feature enables teams to respond faster to customer inquiries and maintain high service quality standards.