What are the indicators of unanswered contact?

A conversation can include multiple contacts (Contact vs Conversation: differences).

Therefore, numerous unanswered contacts may appear if your advisors use the snooze function.


It is common not to follow up with the visitor after a long pause and to close the conversation if no further action is required. In this case, if the advisor does not provide an additional response, it is recorded as an unanswered contact. However, the advisor's handling remains compliant, and customer satisfaction is not necessarily impacted.