Get alerted when a customer message sits unanswered

No-Reply Alerts watch every text your team manually sends — to a customer or to a teammate — and pop up a red alert card on the dashboard when no reply comes back within the number of minutes you choose. The alert names the contact, shows how long the message has been waiting, and jumps you straight into the conversation with one click. Automated messages never trigger it.

Before you start

• Only an owner or admin can change the alert settings.
• Alerts fire from texting activity, so SMS should be live (team-message alerts work regardless).

Step 1 — Turn it on

1. Open Settings from the sidebar and find the "No-Reply Alerts" card.
2. Flip the toggle on. The card explains the rule: when someone on your team texts a customer or a teammate and no reply comes back in time, a red alert pops up — automated messages (reviews, confirmations, reminders) never trigger it.

Step 2 — Set the waiting window

1. In "Alert after (minutes)", enter how long to wait — anywhere from 1 to 240 minutes.
2. Click Save; the toast "No-reply window saved" confirms it.

The clock starts at the last message your team sent in a conversation, and "any reply cancels the alert" — if the customer answers before the window is up, nothing fires.

Step 3 — Choose who gets the alerts

1. Expand "Who receives these alerts" on the same card.
2. Click people to select them, grouped by role — Owners, Admins, Dispatchers, Technicians. Only the selected people get alerts (desktop popup plus phone push); technicians receive the phone push only.
3. Click "Save recipients", or "Reset to default" to return to the standard office-user audience.

Selecting nobody turns the alerts off for the whole team.

What the alert looks like

A red card slides in at the bottom-right of the dashboard, headed "No reply for" plus the elapsed time (for example 12m). It shows the contact's name and number with a "Client" or "Team" badge, and two actions:

• "Open conversation" — jumps straight into the thread so you can follow up.
• Dismiss — clears this alert; a later unanswered message will alert again.

You can drag the card anywhere, and the chevron minimizes the stack to a compact red pill showing the alert count. The same alert also pushes to the mobile app for selected recipients.

Troubleshooting

• No alerts ever fire — check the toggle is on in Settings, and that the message in question was sent manually. Automation sends (review requests, reminders, confirmations) are excluded by design.
• A dispatcher isn't getting alerts — expand "Who receives these alerts": if an explicit selection is saved, only those people are alerted. Add them and click "Save recipients".
• A technician doesn't see the desktop popup — technicians receive the phone push only; the desktop card is for office users with the dashboard open.
• An alert fired but the customer had already replied — the app double-checks for replies right before showing a card, but if you see a stale one, open the conversation; the alert resolves itself once a reply exists.