Prioritize your most important conversations and reply faster


In Freshchat, it is easy to prioritize conversations that need the most attention. With the updated sorting options, you can sort conversations based on who's been waiting for the longest. 


On the Inbox page, click on the 'Sort' icon to view conversations by:

  • Newest conversation
  • Oldest conversation
  • Longest wait time 



Sorting by 'Longest wait time' will highlight the time for which the messages have been waiting in your chat queue:


  • First Response Due - You are yet to send the first reply to the user from your side.
  • Response Due - You have replied to the first message from the user but haven't replied to subsequent messages from them.
  • No Response Due - You have responded to the customer, and there are no subsequent messages from them.


By identifying messages that need your immediate attention, you can reply faster and improve your CSAT scores.