Find conversations nobody replied to
The question every manager asks on a Monday, answered with one filter rather than a report — and the two-minute habit that catches leaks before customers do.
Every business has a version of this leak. Enquiries arrive, most get answered, and a slow trickle does not — and because nobody complains about a message they sent into silence, the trickle is invisible until you go looking.
Unreplied is a first-class filter rather than something you build a report for, which means checking it is a two-minute habit rather than a project. Doing it every morning beats a quarterly audit that finds three months of ignored customers.
Steps
Read the count in the top bar first
Open, unreplied and no-agent are shown across the top of the Inbox. If unreplied is zero you are done in five seconds.
Set Reply to unreplied
Second control in the chain, and that is the whole query — no report to build and nothing to configure.
Do this before you look at anything else in the morning. Everything else in the Inbox can wait; a customer who messaged yesterday and got nothing cannot.
Add assignee: None to find abandoned bot traffic
Unreplied and unassigned means the bot did not resolve it and no person picked it up. This is the leak worth checking daily, and the one your agents cannot see at all.
Add a person to check an individual
Unreplied and assigned to one agent is a workload conversation rather than a system problem. Somebody is buried, or somebody is stuck on something.
Check Sent: failed separately
A conversation can look unreplied because your reply never sent. Different problem, different fix — usually a template or a channel rather than a person.
Fix the cause, not just the queue
If the same bot keeps producing unreplied conversations, it needs a handover condition it does not have. If one channel dominates, check its routing. Clearing the list without asking why refills it by Friday.
Check it worked
Write down today's number. Check it again in a week. A number that is stable and small is a working process; a number that climbs is a leak with a cause you can now go and find.
The parts people get wrong
- If auto-close is on for a channel, quiet conversations close themselves and drop out. That makes the unreplied count meaningful — or hides work, depending on whether closing matches what your team means by finished.
- Agents cannot see unassigned conversations, so this check has to be done by a manager or an admin. Nobody else can.