> ## Documentation Index
> Fetch the complete documentation index at: https://docs.onecommerce.tech/llms.txt
> Use this file to discover all available pages before exploring further.

# Urgent, follow up and alerts

> How the inbox makes sure no customer is left waiting.

## 🚩 Urgent

Anyone on a chat can flag it with **🚩** at the top of the chat. An urgent chat:

* stays at the top of everyone's list,
* has its own **Urgent** filter,
* sends an alert to the chat's owner and to admins.

Closing the chat clears the flag.

With [AI help](/ai/ai-help.md) on, an admin can also let the AI flag urgent chats by itself. If someone clears a flag the AI set, the AI leaves that chat alone for a day.

## No reply 1h

**No reply 1h** marks chats where the customer has waited more than an hour for an answer.

## Follow up

When someone on your team promises something like "will check and update" and the chat then goes quiet for **4 hours**, the chat is marked **Follow up**. Find them all with the **Follow up** filter. Closing the chat clears it.

Reports show how many promises were kept and how many were missed.

## Notifications

[Turn on notifications](/get-started/on-your-phone.md) on each device to hear about new messages in your chats, tags, urgent chats, and (for admins) a WhatsApp number dropping off.


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