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Overdue Conversations

On sidebar Dashboard, the Overdue chip surfaces conversations that need a reply now — before they slip further down the list.

What Counts as Overdue​

A conversation appears in Overdue when all of the following are true:

  1. It is open (not expired).
  2. It is assigned to an agent and has unread customer messages waiting for a reply.
  3. The oldest unread customer message is more than 90 minutes old.

The timer is based on when the customer sent the oldest message you have not yet handled — not when you last opened the chat or left an internal note.

tip

Hover the Overdue chip for a short reminder: unread conversations whose oldest unread customer message is over 90 minutes old — requires immediate attention.

Whose Conversations Appear​

Overdue includes any qualifying unread thread in your workspace — not only conversations assigned to you. Use My Unread or Assigned when you want to focus on your own queue.

Supervisors and admins use Overdue to spot team-wide reply gaps; agents still reply in threads assigned to them (or take assignment actions from the chat pane).

How the List Is Sorted​

On Overdue, each row shows Oldest unread as the timestamp label (instead of Last activity).

Rows sort by that oldest-unread time so the longest-waiting customers float to the top. Sending an internal note does not reset this order — only handling the customer's unread messages does.

What to Do​

  1. Open sidebar Dashboard and tap Overdue.
  2. Work from the top of the list — oldest waiting customer first.
  3. Open the thread, read the unread messages, and send your reply (or assign / hand over if needed).
  4. When the unread count clears, the conversation drops off Overdue.

If a thread is Expired, it will not appear on Dashboard. Open it from Conversations (chapter 5) and follow the customer-care window rules in chapter 9.