> For the complete documentation index, see [llms.txt](https://limechatai.gitbook.io/limechat-product-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/waiting-state-and-automated-reminder-setup.md). # Waiting State and Automated Reminder Setup ### Overview The **Waiting** state is used when an agent is waiting for the customer to come back with some information before the ticket can move forward. Example cases: * Agent is waiting for the customer to share order details * Agent is waiting for an image/video of the issue * Agent is waiting for address confirmation * Agent is waiting for payment or delivery confirmation * Agent is waiting for any additional information required to resolve the ticket In these cases, the ticket should not remain in the open queue unnecessarily, but the customer still needs to be followed up with at regular intervals. To support this, LimeChat now supports **automated reminder messages** for tickets placed in the Waiting state. *** ### Why This Matters When a ticket is moved to Waiting, the resolution is blocked because the customer has not shared the required information yet. Without regular follow-ups: * Customers may forget to respond * Tickets may remain unresolved for longer * Agents may need to manually track and follow up * Closure rates may drop * Customer experience may become inconsistent Automated reminders help teams re-engage customers at defined intervals and improve the probability of closing the ticket successfully. *** ### How It Works When an agent moves a ticket to the **Waiting** state, the system can automatically send reminder messages to the customer based on the configured setup. The reminders are controlled by three key settings: 1. **Number of reminders** * Defines how many reminder messages should be sent while the ticket is in the Waiting state. 2. **Reminder interval / time window** * Defines after how much time each reminder should be sent. 3. **Canned response** * Defines the message that should be sent as the reminder. This ensures agents do not have to manually create and send follow-up messages every time. *** ### Example A ticket is moved to Waiting because the agent needs the customer to share an image of the damaged product. The reminder setup is configured as: * Number of reminders: 3 * Reminder interval: Every 24 hours * Canned response: “Hi, we’re still waiting for the requested details to help resolve your issue. Please share them whenever possible.” In this case, the system will automatically send the selected canned response at the defined interval while the ticket remains in the Waiting state. *** ### Steps to Set Up Waiting Reminder Follow-Up #### Step 1: Go to Inbox Settings Navigate to: **Settings → Inbox Settings** Select the relevant inbox where you want to configure waiting reminders.
*** #### Step 2: Scroll to Waiting Reminder Follow-Up Scroll to the bottom of the inbox settings page. Look for the section: **Waiting Reminder Follow-Up** *** #### Step 3: Set the Number of Reminders Define how many times the reminder should be sent when a ticket is in the Waiting state. Example: * 1 reminder * 2 reminders * 3 reminders This controls the maximum number of automated follow-ups that can be sent for a waiting ticket. *** #### Step 4: Set the Reminder Time Window Define the time gap after which each reminder should be sent. Example: * Every 6 hours * Every 12 hours * Every 24 hours This controls how frequently the customer will be reminded while the ticket remains in the Waiting state. *** #### Step 5: Select a Canned Response Select the canned response that should be sent as the reminder message. This helps maintain message consistency and avoids agents having to manually write follow-up messages every time. Before configuring this, make sure the required canned response has already been created. *** #### Step 6: Save and Test After saving the setup, test it by moving a ticket to the Waiting state. Check that: * The ticket moves to Waiting correctly * The selected canned response is used for the reminder * The reminder is sent after the configured time window * The reminders stop after the configured number of attempts * The setup works correctly for the selected inbox *** ### Best Practices * Use the Waiting state only when the agent is genuinely waiting for customer input. * Keep reminder messages polite, short, and action-oriented. * Clearly mention what information is needed from the customer. * Avoid sending too many reminders in a short time window. * Use different canned responses for different inboxes or use cases if needed. * Review reminder performance to understand if customers are responding after follow-ups. * Ensure agents are trained on when to move tickets to Waiting. *** ### Key Notes * Waiting state should be used when the ticket is blocked due to missing customer information. * Automated reminders are configured at the inbox level. * Reminder frequency and number of attempts can be configured. * A canned response must be selected for sending reminder messages. * The reminder message is sent automatically while the ticket remains in Waiting. * This reduces manual follow-up effort for agents and improves ticket closure chances. *** ### Summary The Waiting state helps teams separate tickets where action is pending from the customer. Automated waiting reminders make this flow more effective by following up with customers at configured intervals without requiring manual agent effort. The core principle is simple: When a ticket is waiting on the customer, the system should automatically remind the customer using a predefined message until the configured reminder limit is reached.