Overview
The Awaiting Reply Indicator helps agencies quickly identify customer email conversations that are waiting for a response. Instead of manually monitoring inboxes, users can identify records requiring follow-up directly within InsuredMine.
With this feature, users can view the Awaiting Reply indicator and use the Clients Awaiting Reply filter across Pipeline, Contacts, and Accounts.
Automatic Response Detection
Incoming client emails are automatically detected and marked as Awaiting Reply.
Flagging Logic:
- Pipeline email: Deal Card, Contact, and Account
- Contact email: Contact and Account
- Account email: Account only
Note: Effective from August 21, 2026, new client/customer replies will be detected and flagged as Awaiting Reply.
Client Awaiting Reply Filters
Each supported module includes a Client Awaiting Reply filter that displays only records currently waiting for an agency response.
Available in:
- Pipeline
- Contacts
- Accounts
This helps agents prioritize customer follow-ups without searching through their inbox.
Automatic Status Management
The Awaiting Reply status is automatically maintained.
A flag is created when:
- A customer replies to an existing email conversation.
The flag is removed when:
- An agency user replies to the customer.
- A user manually marks the conversation as resolved.
If multiple conversations are open for the same record, the indicator remains until all pending conversations have been resolved.
Intelligent Thread Synchronization
For enhanced visibility, the Communication tab utilizes Intelligent Thread Synchronization to prioritize the latest incoming message at the top of the list. By clicking the indicator icon on a record, users are immediately presented with the most current client response for efficient review.
Benefits
- Quickly identify customers waiting for a response
- Reduce missed follow-ups
- Improve visibility across Pipeline, Contacts, and Accounts
- Eliminate manual inbox monitoring
- Lay the groundwork for AI-assisted email workflows
