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Inbox & follow-ups·Setup3 min read

How Yesoma flags urgent replies

Fresh-reply pulses, stale-reply alerts (team plans), and the calm-inbox idea — so you reply fast to what matters without watching your inbox all day.

In this guide

Speed wins bookings. A customer who gets a reply in minutes is far more likely to book than one who waits a day. But "reply fast" should not mean "stare at your inbox all day." Yesoma surfaces the few conversations that genuinely need you now, so the rest can wait without guilt.

Fresh replies get a pulse

When a new message lands on a case, that case gets a violet New message signal and stronger row treatment. It is designed to catch your eye on a quick glance without turning your whole inbox into a wall of red. Cases sort so the freshest, most-waiting ones rise to the top.

Inspect why a Case is flagged

Signal chips are explanations, not decorative labels. Hover over one, focus it with the keyboard, or tap it in the Inbox row, Case Preview, or Full Case. The explanation shows:

  • Why now the Case needs attention.
  • A live duration such as Customer waiting · 3h 42m, when chronology applies.
  • Triggered by: the exact rule, state, or threshold that fired.
  • Customer evidence: the latest recorded customer-message excerpt and its time, when relevant.
  • How determined: recorded chronology, a workspace rule, a priority setting, or an AI interpretation.
  • Next move for the teammate handling the Case.
  • The absolute time of the related activity.

Tap outside the explanation or press Escape to close it. The icon and label carry the meaning, so the signal does not depend on color alone.

Yesoma distinguishes High priority from High risk. High priority means the Case was marked for earlier handling. When that setting has no saved rationale, the explanation says so instead of guessing. High risk appears only when a recorded rule fired, such as an urgent Case, complaint, overdue follow-up, or at least three operating days without a recorded team reply. The explanation names the exact rule instead of showing a generic warning.

Frustrated customer and Angry customer are AI sentiment interpretations, not recorded facts. Yesoma pairs the classification with the customer's exact latest words and tells you to verify them. It does not invent a sentence such as “frustrated because of the wait” when the customer never stated that cause.

Stale replies get flagged

On team plans, if a case has been sitting in Needs reply without a response, Yesoma can surface its age and notify the right person. The high-risk reply-delay rule itself uses the workspace's operating-day configuration and fires after three operating days without a recorded reply or follow-up action. The point is a safety net: the lead that slipped through gets a second chance before it goes cold.

The calm-inbox idea

The goal is the opposite of anxiety. Instead of every message screaming for attention, Yesoma separates "this is genuinely waiting on you" (Needs reply, Follow-up due, a fresh pulse) from "you have already handled this" (Awaiting customer). You work the short list, then you are done. See Understanding case status.

Make sure you actually get pinged

The in-app pulse only helps when you are looking. To catch replies when you are not on the page, turn on the other signals:

  • Browser tab badge: an unread count appears in the tab title and a dot on the favicon while the tab is in the background. Automatic, no setup.
  • Web push: get a notification even when Yesoma is closed (grant your browser/OS permission).
  • Optional email + chime: off by default; switch them on in Settings, Notifications.

Full setup is in Get notified about new messages.

See also

More in Inbox & follow-ups

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