Mark a Conversation as 'No Reply Needed'
  • 01 Apr 2022
  • 1 Minute To Read
  • PDF

Mark a Conversation as 'No Reply Needed'

  • PDF

Tagging a Conversation as No Reply Needed stops the countdown (SLA)/due date within which you must respond to the Customer. 

Mark a Contact in a Conversation as 'No Reply Needed'

Not every Customer interaction warrants a response. Like if you’ve asked the Customer to send an image of an issue they’re complaining about, and they respond with “Sure, will do!” Or maybe they just called to thank you for a job well done. Since their last response will trigger SLA, marking the last incoming Contact from the Customer stops the SLA. 

When to close a Conversation or when to click 'No Reply Needed'

  • If the last response tells you the Conversation can be closed (like the Customer saying "thank you" for the help), then close the Conversation.
  • If the last response tells you the Conversation needs to remain open, click No Reply Needed. This means you have work to do for the Customer, or maybe you're still waiting for them to do something before you can close the Conversation.

Mark a Contact in a Conversation as 'No Reply Needed'

  1. From the Conversation Timeline, find the last incoming Contact from the Customer.
  2. Click the kebab icon (three dots), then click No Reply Needed. This stops the SLA countdown up to this point. 
  3. The green dot disappears when the most recent Contact is marked as "No Reply Needed" and reappears if the Customer replies again. 

Respond to a follow-up reply by a Customer

If the Customer replies again after marking the last incoming Contact as No Reply Needed and if there is still no action required from you, you'll need to mark the most recent Contact as No Reply Needed again since the most recent Contact triggers the SLA.  




Was this article helpful?