This tab shows all messages sent by the agent with the Expect Customer Reply option. This allows the agent to know, at a glance, how many messages from contacts are expecting further follow up. The agent may see a need to follow up on a Pending item by sending another request or by calling the contact, and this tab can be used to provide a copy of the response sent by the agent for reference.
Pending Contact Messages
When a response is received to the pending agent reply, the response will automatically enter the agent's My Message Inbox tab and the item will be removed from the Pending tab. These pending items are copies of the answer sent by the agent rather than incoming questions, so they are not listed as unanswered messages within the Message Queue > Manage Messages page.