> ## Documentation Index
> Fetch the complete documentation index at: https://help.eazybe.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Managing Unreplied Chats

> Learn how to use Eazybe's AI-powered chat management system to efficiently prioritize and manage unreplied WhatsApp conversations.

Eazybe's AI-powered chat management system helps sales and support teams efficiently manage their WhatsApp conversations by prioritizing unreplied chats.

## How Eazybe AI Chat Prioritization Works

<CardGroup cols={3}>
  <Card title="Automatic Chat Categorization" icon="robot">
    The AI agent scans every unreplied chat and applies a priority label (Critical or Non-Critical) based on specific indicators such as keywords (e.g., urgent, cancel, refund), customer value from your CRM, and the nature of the inquiry.
  </Card>

  <Card title="Real-Time Status Updates" icon="bell">
    Team members see visual labels beside chats in the Team Inbox or chat extension, highlighting high-priority conversations to act on immediately.
  </Card>

  <Card title="Scheduled Admin Notifications" icon="clock">
    Designated administrators receive WhatsApp message summaries every three hours listing unreplied chats, grouped by criticality to keep oversight tight.
  </Card>
</CardGroup>

## Step-by-Step Usage Guide

<Steps>
  <Step title="Open Your Team Inbox">
    Log in to the Eazybe workspace and navigate to the **Team Inbox** from the sidebar menu. Click on **Unreplied** to view all chat conversations sorted by status, including those awaiting replies.

    <img src="https://mintcdn.com/eazybe/497g_LQYI9iizmFL/images/1714150184.png?fit=max&auto=format&n=497g_LQYI9iizmFL&q=85&s=266de566178cab4f1f64b45f34f58948" alt="Team Inbox" width="2560" height="1424" data-path="images/1714150184.png" />
  </Step>

  <Step title="Identify Critical Chats">
    Critical chats display a clear red label or icon indicating high priority. Scan regularly to identify urgent issues.

    Example indicators for critical chats include:

    * Complaints
    * Billing questions
    * Order cancellations
    * High-value customer alerts

          <img src="https://mintcdn.com/eazybe/497g_LQYI9iizmFL/images/1714152616.png?fit=max&auto=format&n=497g_LQYI9iizmFL&q=85&s=163469e3b9aad006e9a9b4255cf3dfdb" alt="Critical Chats" width="2560" height="1600" data-path="images/1714152616.png" />
  </Step>

  <Step title="Filter Your Chat View">
    Use the built-in filter control to toggle between:

    * **All chats**
    * **Only critical chats**
    * **Only non-critical chats**

    This helps streamline task focus and workload management.

    <img src="https://mintcdn.com/eazybe/497g_LQYI9iizmFL/images/1714154471.png?fit=max&auto=format&n=497g_LQYI9iizmFL&q=85&s=ff07dc58a8dda33c746b5c18b76d6fd8" alt="Filter Chats" width="2546" height="1420" data-path="images/1714154471.png" />
  </Step>
</Steps>

## Administrator Features & Controls

<AccordionGroup>
  <Accordion title="Automated WhatsApp Notifications">
    Receive automated WhatsApp notifications at customizable intervals with chat summary statistics to stay informed about pending conversations.
  </Accordion>

  <Accordion title="Detailed Chat Logs">
    Access detailed chat logs for performance review and team accountability tracking.
  </Accordion>

  <Accordion title="Configurable Notification Timings">
    Configure notification timings to align with your business hours and team availability.
  </Accordion>

  <Accordion title="Custom Prioritization Rules (Coming Soon)">
    Customize thresholds or keywords for chat prioritization as an advanced feature coming soon.
  </Accordion>
</AccordionGroup>

<Tip>
  Enable critical chat notifications to ensure your team never misses urgent customer inquiries that could impact satisfaction or revenue.
</Tip>