AI-Powered Truly Awaiting Reply

A Smarter Way to Manage Pending Conversations

The AI-Powered Truly Awaiting Reply feature ensures that your team sees only the conversations that genuinely require a response.

Traditional systems often mark chats as “Awaiting Reply” whenever a new message is received — even if the customer is simply saying “Thanks” or “Okay.” This leads to cluttered queues and unnecessary follow-ups.

DoubleTick’s Truly Awaiting Reply solves this problem by using Artificial Intelligence to understand real customer intent and conversation context before marking a chat as pending.

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Why This Feature Is Important

In most chat systems, “Awaiting Reply” status is triggered by:

• Any new incoming message

• Basic keyword detection

• Simple rule-based logic

For example:

Customer: “Thanks for the help.” System: Marks the chat as Awaiting Reply

Even though the conversation is complete, the chat appears in the pending queue.

Over time, this creates:

• A cluttered Awaiting Reply filter

• Confusion for agents

• Time wasted reviewing closed conversations

• Slower response to genuine customer queries

Truly Awaiting Reply eliminates these inaccuracies.

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What Is Truly Awaiting Reply?

Truly Awaiting Reply is an AI-driven enhancement to the standard Awaiting Reply indicator inside DoubleTick.

Instead of marking every new message as pending, the system:

• Understands the flow of the conversation

• Identifies whether the customer is expecting a response

• Filters out acknowledgement or closing messages

• Displays only genuinely actionable chats

This ensures your team focuses only on conversations that require attention.

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How It Works

DoubleTick AI analyzes:

1. The context of the entire conversation

2. The most recent customer message

3. The tone and intent behind the message

4. Whether a response is logically required

The system marks a chat as Awaiting Reply when:

• The customer asks a question

• The customer requests support

• The customer shares a concern

• The customer is waiting for clarification

The system does NOT mark a chat as Awaiting Reply when:

• The customer says “Thanks”

• The customer says “Okay” or “Got it”

• The customer confirms resolution

• The conversation has naturally concluded

This intelligent evaluation replaces outdated keyword-based detection.

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Benefits for Your Team

Cleaner Queue

Your Awaiting Reply section shows only meaningful conversations.

Better Productivity

Agents spend less time reviewing conversations that are already complete.

Faster Response Times

Genuine customer queries are easier to identify and prioritize.

Reduced Manual Monitoring

No need to manually verify whether a chat truly requires action.

Improved Customer Experience

Customers receive timely responses when they actually expect them.

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Example Comparison

Without Truly Awaiting Reply:

Customer: “Thanks.” System: Marks chat as pending Agent: Opens chat unnecessarily

With Truly Awaiting Reply:

Customer: “Thanks.” System: Recognizes closure Chat is not marked as pending Agent focuses on real pending queries

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Who Should Use This Feature?

This feature is especially useful for:

• Support teams handling large volumes of chats

• Sales teams managing multiple ongoing conversations

• Teams relying heavily on the Awaiting Reply filter

• Businesses aiming to improve operational efficiency

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Key Takeaway

AI-Powered Truly Awaiting Reply ensures that your team sees only conversations that genuinely require attention.

By understanding real customer intent instead of relying on simple keyword detection, DoubleTick provides:

• More accurate pending indicators

• Cleaner chat queues

• Improved team productivity

• Better customer response management

This feature helps your team focus on what truly matters — responding to customers who are actually waiting for you.