Old and Expired Questions
Kazenly highlights pending questions that need attention and marks unanswered questions Expired after a timeout.
Pending older than 12 hours
When pending questions in your view are more than 12 hours old, an orange banner appears:
- Agents: You have N pending question(s) older than 12 hours (N is the count)
- Admins: N pending question(s) older than 12 hours
Body text notes these need attention and may need prioritization.
Links:
- Agents: View your pending questions > 12 hours
- Admins: View all pending questions > 12 hours
With Status = Pending, use the Pending > 12 hours filter button.
Expired questions
Expired means the question was not answered in time. Filter Status → Expired, then:
- Submitted — student completed submission before expiry
- Not Submitted — expired while still Collecting
In Agent Dashboard, toggle Expired (Submitted) to see per-agent expired counts.
You cannot reply to Expired questions. Create a new student flow or handle follow-up outside this thread if your process allows.