# See what is waiting on your team, and filter the inbox by team

> Above the SkedX Flow chat list, the Waiting on us line shows your team (or teams) first, then Everyone: how many chats wait for a reply and the oldest wait, amber past half your reply target and red past it. The reply target is your SLA first-response target (Settings → SLA Policies); with no policy, times show without colour. A chat is waiting when it is open and the newest message (team notes aside) is a live message from the customer; it has waited since the customer’s first message after your last reply. AI and automation replies end a wait. Imported history never counts. Tap your team to see those chats, oldest first; tap Everyone for the teams with chats waiting, worst first (the top 3, + more, and Not on a team), Show all waiting, and Open the scorecard. Every chat row shows how long the customer has waited and who has it with which team (“Riya · Team 1”) — only what is set, so a chat with no one and no team shows no chip. Filters: All, Mine, My team (the teams you are in), Unassigned and Team ▾ — one searchable picker for any number of teams, your teams pinned and ticked, the rest sorted by the longest wait. With no teams, no team controls appear and the line shows one count. On a phone the line is shorter (“Waiting · Team 1 1 · 42 min · All 3”), and Team ▾ comes first, then the filter chips (Mine and My team among them) on one line that scrolls sideways. A waiting view with nothing in it says “Nothing is waiting on Team 2” and offers that team’s open chats. Counts only include chats you can see. API: GET /api/inbox/waiting/; GET /api/conversations/inbox/?squads=<ids>|mine&assignee=me|none|<id>.

Product: SkedX Flow · Topic: Inbox · Draft — steps not yet re-verified in the live product

A customer waiting is a sale going cold. One line tells your team what is waiting on them, and on everyone, and how long the oldest has waited — and one tap shows those chats, oldest first.

## Step 1: Read the waiting line

Above the chat list, your team comes first: how many chats wait for a reply and the oldest wait — red once it is past your reply target. **Everyone** is the whole workspace. Tap your team to see those chats, oldest first. To filter the list, use **My team** or pick any teams with **Team**.
Open it directly: https://flow.skode.ai/inbox

## Step 2: See which teams are behind

Tap **Everyone**. The teams with chats waiting are listed worst first — tap one to see its chats. **Open the scorecard** goes to the Team scorecard in Analytics.

## Step 3: Pick any teams

Click **Team**. Search for a team; your own teams are pinned at the top and the rest are sorted by the longest wait. Tick the teams and click **Show**.

## Step 4: Each chat says how long, and who has it

A chat row shows how long the customer has waited and who has it with which team. Click it to open the chat; to hand it to someone else, see [Hand a chat to someone or another team](https://skode.ai/help/flow/inbox/hand-a-chat-to-someone-or-another-team/).

## Common questions

### What counts as waiting?

An open chat whose newest message is from the customer. It has waited since their first message after your last reply. A reply from your team, the AI or an automation ends the wait; a team note does not.

### Where does the target come from?

From your SLA first-response target in **Settings -> SLA Policies**. With no policy, waiting times show without colour.

### Old chats we imported show as waiting?

No. History brought in from Instagram, Facebook and WhatsApp never counts as waiting.

### We have no teams.

Then there are no team filters, and the line shows one count with the oldest wait.

### Why does a colleague see different numbers?

Each person counts only the chats they can see in the inbox.

### I tapped a team and the list is empty.

Then nothing is waiting on that team: every customer has had a reply. The screen says so, and **Show Team 2’s open chats** opens all of that team’s open chats instead. **Show all chats** leaves the waiting view.

### Where are the team filters on a phone?

Under the waiting line: **Team ▾** first, then the filter chips, **Mine** and **My team** among them, on one line. Swipe the chips sideways to see the rest. Tap **All** to clear a team filter.

## Useful links
- Inbox in SkedX Flow: https://flow.skode.ai/inbox

Videos and screenshots © 2026 SkedX, with sample data only. Share and link to them freely; copying the SkedX product or its design is not allowed. Terms: https://skode.ai/terms/

## Related guides
- Make new chats take turns between your teams: https://skode.ai/help/flow/team/make-teams-take-turns-on-new-chats/
- Hand a chat to someone or another team, and say why: https://skode.ai/help/flow/inbox/hand-a-chat-to-someone-or-another-team/
- Compare your teams in Analytics — the Team scorecard: https://skode.ai/help/flow/insights/compare-your-teams-in-analytics/
- Your inbox opens instantly and new messages arrive live: https://skode.ai/help/flow/inbox/inbox-opens-instantly/

Source: https://skode.ai/help/flow/inbox/see-what-is-waiting-on-your-team/