How to Sort Your Chat List in DoubleTick

Learn how to sort your DoubleTick chat list and prioritize the right conversations.

When you're handling multiple customer conversations, it can be difficult to know which chat needs your attention first. With Chat Sorting, you can choose how your conversations are arranged and quickly focus on the chats that matter most.

DoubleTick gives you two sorting options:

• Newest Message First — Shows the most recently active chats first.

• Waiting Longest for Reply — Prioritizes chats where customers are waiting for a response.

Available Sorting Options

Click the Sort icon at the top of your chat list to choose how you want to organize your conversations.

Newest Message First: This is the default sorting option. Chats with the most recent activity appear at the top. A chat moves to the top whenever a new customer message or reminder is received.

Waiting Longest for Reply: This option helps you prioritize conversations that need a response. DoubleTick groups your chats into three tiers based on the conversation status.

Tier 1 — Waiting for Your Reply

These chats appear first because the customer has sent a message and your business hasn't replied yet.

Example:

Customer: "Can you share today's price?" Business: No reply yet.

Tier 2 — Conversation in Progress

These chats appear next. Both you and the customer have exchanged messages, and the conversation is still active.

Example:

Customer: "Can I get more details?" Business: "Sure! Here's the information."

Tier 3 — Waiting for Customer's First Reply

These chats appear at the bottom. Your business has started the conversation, but the customer hasn't replied yet.

This can happen when you send a template or the first message to a customer.

Example:

Business: "Hi! We'd like to tell you about our latest offers." Customer: No reply yet.

How are chats sorted within each tier?

Once chats are grouped into the three tiers, they are sorted based on the latest message in the conversation.

• Tier 1 – Waiting for Your Reply: Sorted by the customer's latest message. The customer who has been waiting longer appears first.

• Tier 2 – Conversation in Progress: Sorted by the customer's latest message. The customer whose latest message was sent earlier appears first.

• Tier 3 – Waiting for Customer's First Reply: Sorted by the latest message sent by the business. The chat where the business sent the message earlier appears first.

This means the sorting always looks at the latest relevant message, rather than when the conversation first entered a tier.

What happens when there's new activity?

When Waiting Longest for Reply is selected:

• New customer messages are placed in the appropriate tier.

• The chat is repositioned within that tier based on the latest message.

• Reminder chats stay in their current position and don't automatically move to the top.

When Newest Message First is selected:

• New customer messages move to the top.

• Reminder chats also move to the top.

Why use Waiting Longest for Reply?

This sorting option makes it easier to:

• Prioritize customers who are waiting for a response.

• Find conversations that need attention.

• Avoid missing important customer messages.

• Manage a busy chat list more efficiently.

With Chat Sorting, you can choose the view that works best for your team and spend less time deciding which conversation to handle next.

Frequently asked Questions (FAQs)

1. What are the available chat sorting options? DoubleTick offers two options: Newest Message First and Waiting Longest for Reply.

2. What is the default sorting option? Newest Message First is selected by default. The chats with the latest activity appear at the top.

3. How does Waiting Longest for Reply work? It groups chats into three tiers:

• Tier 1: Waiting for Your Reply

• Tier 2: Conversation in Progress

• Tier 3: Waiting for Customer's First Reply

Chats are then sorted within each tier based on the latest message.

5. What happens when a customer sends a new message? The chat is moved to the appropriate tier and repositioned based on the new message.

6. Do reminder chats move to the top automatically? When Waiting Longest for Reply is selected, reminder chats stay in their current position. When Newest Message First is selected, reminder chats move to the top.

7. Can I change the sorting option? Yes. Click the Sort icon at the top of your chat list and select the sorting option you want.