Mail arrives
from a customer
Read and sorted
four questions
Needs a
reply?
yes
Waits in Pending reply
the waiting time is shown, and grows
no
Counted, then left alone
nothing for you to do
someone answers
Moves to Replied
leaves the pending pile
How it knows an answer was sent
The system watches the conversation, not the send button. When a newer message appears in the same
conversation, it treats the earlier one as answered. That check runs with the next collection round,
so a reply you have just sent can take a few minutes to leave the pending pile.