Awaiting-customer status and silence auto-resolve
Updated May 29, 2026
When you reply and the ball is in the customer's court, PilotPM moves the conversation to Awaiting customer so it doesn't clutter your active queue.
How it works
- After an outbound reply that asks for information, the conversation is marked awaiting-customer and appears under that tab.
- A countdown shows how long until it auto-resolves.
- If the customer replies, it reopens automatically and returns to the queue.
Silence auto-resolve
If an awaiting-customer conversation gets no reply within the inbox's silence window (7 days by default, configurable per inbox), PilotPM presumes it resolved and closes it. This keeps your metrics honest without anyone manually chasing dead threads. A reply after auto-resolve still reopens the conversation.
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