Hey Rotem, Shaq from the Support Engineering team here 👋
There’s not a direct way to create a view like that with filters as there is no filter “waiting on customer”, currently. But you could achieve this with a little bit of workaround:
Step to achieve this ⬇️
1️⃣ In the Settings menu -> Tags, create a new tag, e.g. Waiting on customer
2️⃣ Create a workflow with the trigger Customer has been unresponsive. Select a time period how long you want to wait, e.g. 30 minutes. And workflow itself is as simple as this - simply tag the conversation with your newly created tag 👇
![Screenshot+2024-11-22+at+13_06_10.png?expires=1733116500&signature=68a869aa83733a3b0385566c5e19ca48b3021fa9b6095b321770bd42d9df0933&req=dSIhFMl4mYVbUPMW1HO4zZebuDeIXJV0kh7Dzg5MebJ9Aw%3D%3D%0A&resize=688x](https://downloads.intercomcdn.com/i/o/tx2p130c/1262064449/4559bc77377c61b7cdf485a61acf/Screenshot+2024-11-22+at+13_06_10.png?expires=1733116500&signature=68a869aa83733a3b0385566c5e19ca48b3021fa9b6095b321770bd42d9df0933&req=dSIhFMl4mYVbUPMW1HO4zZebuDeIXJV0kh7Dzg5MebJ9Aw%3D%3D%0A&resize=688x)
3️⃣ Now when you create the Inbox view, select to include there all conversations with the tag Waiting on customer 👇
![Screenshot+2024-11-22+at+13_09_48.png?expires=1733116500&signature=729a766a7d18c3bb90fbb90d200fafc7b12346757917437a934c79d1d32b91aa&req=dSIhFMl4mIVXUPMW1HO4zTWpgz92xG9L9SzVnLv7iAFB%2FA%3D%3D%0A](https://downloads.intercomcdn.com/i/o/tx2p130c/1262065489/f97abd81edcdbfb6ee4d18456450/Screenshot+2024-11-22+at+13_09_48.png?expires=1733116500&signature=729a766a7d18c3bb90fbb90d200fafc7b12346757917437a934c79d1d32b91aa&req=dSIhFMl4mIVXUPMW1HO4zTWpgz92xG9L9SzVnLv7iAFB%2FA%3D%3D%0A)
And that's it 🙌
You will have the automation (workflow) that will automatically tag conversations when customer does not reply in X amount of time, and these conversations will be placed in the Inbox view. Likewise you can create am Automation to remove the tag once a reply is sent.
More information on creating views can be found here.
More information on creating workflows can be found here.
I hope this helps! Let me know if any questions come up while setting this up.👍