Why it matters
The Ghosted tab helps you quickly identify conversations where a contact is waiting for a reply. Monitoring this view ensures timely follow-ups, reduces missed responses, and keeps your communication workflow consistent.
Key Concepts
Ghosted Conversations: Conversations where the last message came from the contact, and no Whippy user has responded yet.
Open Status: Indicates that the conversation is still active and requires attention.
Ghosted Tab: A filtered view in the Omnichannel Inbox that highlights unanswered conversations.
When a Conversation Appears in the Ghosted Tab
A conversation appears in the Ghosted tab when:
The last message in the thread was sent by the contact.
No Whippy user has replied to that message yet.
The conversation status is still Open.
This allows you to see all conversations where contacts are waiting for a reply, helping your team prioritize follow-ups.
How to Manage Ghosted Conversations
Open the Omnichannel Inbox.
Click this link to open it directly.
In the side sub-navigation bar, click Ghosted.
You’ll see all open conversations where a contact’s latest message hasn’t received a reply.
Review each conversation to determine whether a response is required.
If a reply is needed, respond directly in the conversation view.
If no action is needed, close the conversation to remove it from both the Ghosted and Open views.
Important Note:
As long as a conversation remains Open, it will appear in both the Ghosted and Open tabs. To keep your Inbox tidy, close any conversations that no longer require attention.
For guidance on closing conversations, see Close and Reopen Conversations in Whippy.
Tips and Best Practices
Check the Ghosted tab regularly to ensure every contact message receives a timely response.
Close conversations once you confirm that no further action is needed.
Use the Assigned to Me view with the Ghosted tab to focus on unanswered messages that belong to you.
Keep communication SLAs by reviewing Ghosted items during daily check-ins.
Troubleshooting
Issue | Possible Cause | Fix |
Conversation not appearing in Ghosted | The last message was from a user or the conversation is Closed | Confirm that the contact’s message was last and the conversation is still Open. |
Conversation still visible after response | Message not yet synced or still marked Open | Refresh the page or close the conversation manually if no further action is needed. |
Too many Ghosted conversations | Old threads left open | Regularly review and close resolved conversations. |
Related Guides
Close/Reopen Conversations in Whippy
Filter Conversations by Status
Navigating the Omnichannel Inbox