How can I track which members need a reply?

‍Members that need a reply will be marked as unresolved and routed to the Needs Response folder.

Conversations are marked as unresolved when the member has completed their flow, triggered a validation message, or DM'ed your campaign while not interacting with a flow.
‍

Can I change the default routing behavior for member conversations?‍

You can modify routing behavior for members who have completed a flow. Select Flow Inbox Settings in the flow builder to automatically resolve conversations when a member completes the flow.

You cannot modify the default routing behavior for members who fail to provide valid answers to flow steps after they get a validation message. You cannot change the default routing behavior for members who DM your campaign (while not interacting with a flow). By default, these conversations will be marked as unresolved and routed to the Needs Response folder.

Needs Response folder‍

By default a conversation is routed to the Needs Response folder when the conversation is not resolved:

Conversations are automatically marked as unresolved when a member:

• Completes a flow
• Triggers a validation message and replies again with invalid data
• DMs your campaign while not interacting with a flow
  ‍

My Assigned folder‍

Any member conversation that is assigned to you will be accessible via My Assigned. This includes conversations that are resolved and unresolved.

Learn how to assign conversations

All folder

Resolved and Unresolved conversations can be accessed in the All folder, including members currently interacting with flows.

Resolve a Conversation

1. Go to the Inbox page and navigate to the Needs Response folder.
2. Check the Resolve Conversation checkbox in the member conversation you’d like to resolve.
3. Once resolved, the conversation will be routed to the All folder.
   ‍
   

Bulk Resolve Conversations

1. Go to the Inbox page and navigate to the Needs Response folder.
2. Selecting the conversations you'd like to resolve via the conversation preview pane
3. Click Apply Bulk Actions and select Unresolve Conversation‍
4. Once resolved, the conversation will be routed to the All folder.
   
   

Unresolve a Conversation

1. Go to the Inbox page and navigate to the All folder.
2. Check the Resolve Conversation checkbox in the member conversation you’d like to unresolve.
3. Once unresolved, the conversation will be routed to the Needs Response folder.

Bulk Unresolve Conversations

1. Go to the Inbox page and navigate to the All folder.
2. Selecting the conversations you'd like to mark as unresolved via the conversation preview pane
3. Click Apply Bulk Actions and select Unresolve Conversation.‍
4. Once unresolved, the conversation will be routed to the Needs Response folder.