Trigger: Conversation Pending

What it is

Fires when a conversation moves to "Pending" — the agent has already replied and is now waiting on the customer's response.

When to use it

• Schedule an automatic reminder to the customer if they don't reply in time.
• Measure average customer response time by channel.
• Temporarily free up that conversation in agent workload reports.

Requirements

• Workflows enabled.
• At least one channel with active conversations.

Available variables

• $conversation.id, status, channel_id/type/name, assignee, assignee_team
• $contact.*
• $conversation.pending_since — customer's last reply timestamp (or empty)
• $conversation.last_agent_reply_at — agent's last message

Configuration (filters)

• Channel type.
• Assigned team.

How to set it up

1. Open Workflows → create a new workflow.
2. Open the "Conversations" category.
3. Drag "Conversation marked pending" onto the canvas.
4. (Optional) Filter by channel or team.
5. Add a delay node (e.g. 24 hours), then a reminder action.
6. Save and activate the workflow.

Example

An agent answers a WhatsApp inquiry and marks the conversation as "Pending". The workflow waits 24 hours from $conversation.last_agent_reply_at and, if it's still pending, sends an automatic nudge: "Still there? We're waiting to hear back from you."

Tips

Pair this trigger with "Conversation opened" (previous status = was pending) to close the loop once the customer finally replies.

Troubleshooting

If the reminder still sends after the customer already replied, add a check that stops the flow when a new inbound message arrives before the reminder step runs.