> ## 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.

# Unreplied Chats

> AI-powered detection of unreplied and follow-up needed conversations

## Unreplied Chats Detection

Eazybe's AI Agent automatically scans your team's WhatsApp conversations to identify unreplied chats and prioritize them by urgency.

### How It Works

The AI agent analyzes every conversation and applies priority labels:

| Priority         | Label    | Indicators                                                                    |
| ---------------- | -------- | ----------------------------------------------------------------------------- |
| **Critical**     | 🔴 Red   | Keywords like "urgent", "cancel", "refund", "complaint", high-value customers |
| **Non-Critical** | Standard | Regular inquiries without urgency signals                                     |

### Step 1: Open Team Inbox

1. Log in to the Eazybe workspace
2. Navigate to **Team Inbox** from the sidebar
3. Click on **Unreplied** filter

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

### Step 2: Identify Critical Chats

Critical chats display a **red label** indicating high priority:

* Complaints and escalations
* Billing and payment issues
* 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 Priority Label" width="2560" height="1600" data-path="images/1714152616.png" />

### Step 3: Filter Your View

Use built-in filters to focus your workload:

* **All chats** - View everything
* **Only critical** - Focus on urgent issues
* **Only non-critical** - Handle routine inquiries

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

### AI Detection Keywords

The AI looks for urgency indicators like:

<CardGroup cols={3}>
  <Card title="Complaints">
    * urgent
    * immediately
    * escalate
    * manager
  </Card>

  <Card title="Cancellation">
    * cancel
    * refund
    * return
    * money back
  </Card>

  <Card title="Issues">
    * not working
    * problem
    * broken
    * failed
  </Card>
</CardGroup>

### Admin Notifications

Administrators receive automated WhatsApp summaries every 3 hours with:

* Count of unreplied chats
* Critical vs non-critical breakdown
* Team member assignments

<Warning>
  Critical chats left unreplied for more than 4 hours trigger escalation alerts to admins.
</Warning>