---
title: "Mark a Conversation as 'No Reply Needed'"
slug: "mark-a-conversation-as-no-reply-needed"
description: "Tagging a Conversation as No Reply Needed stops the countdown (SLA)/due date within which you must respond to the Customer. Read more in Gladly Help Docs."
updated: 2025-01-31T19:22:17Z
published: 2025-01-31T19:22:17Z
canonical: "help.gladly.com/mark-a-conversation-as-no-reply-needed"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Mark a Conversation as 'No Reply Needed'

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. If you’ve asked the Customer to send an image of an issue they’re reporting, 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 the SLA, marking the previous incoming Contact from the Customer stops it.

### **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.
  - **Note –** A Customer can get routed back to you after closing a Conversation if they reply within the [Conversation Reopen Window](https://help.gladly.com/docs/configure-conversation-reopen-window).
- 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.
  - **Note –** The Conversation remains open until it's closed.

## 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 ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/kebab-icon-vertical.svg),then click **No Reply Needed**. This stops the SLA countdown up to this point.

![Text message from Anna Gramm confirming package receipt and indicating no reply needed.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/no-reply-needed.webp)
3. The green dot disappears when the most recent Contact is marked as "No Reply Needed" and reappears if the Customer replies again.
  - **Note –** For managers, this Conversation remains in the [Open Conversation](https://help.gladly.com/docs/conversation-status-new-open-waiting-closed#open) list.

## 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 you still need to take action, you'll need to mark the most recent Contact as **No Reply Needed** again since the most recent Contact triggers the SLA.