---
title: Kinds of items in Waiting for you
summary: The seven kinds are an action of the assistant, a question of the online admin, a draft reply, a handoff, a case about a conversation or a channel, a card of knowledge suggestions, and someone's export. Only the first three have a decision.
tools: []
related: [waiting-for-you, deciding-an-item, waiting-push]
search: [approvals, handoffs, drafts]
---

# Kinds of items in Waiting for you

## An action of the assistant

The assistant asks permission before an action that it must ask about. The item shows
**What the assistant will do**, each action as "Now → Will be", and why it asks, for
example "It can't be undone, so you confirm it twice." The buttons are **Allow** and
**Don't**. Until the person decides, the assistant waits and changes nothing (see
[Deciding an item](deciding-an-item.md)).

## A question of the online admin

The online admin cannot do some actions by itself, such as cancelling a visit, and
asks a person. The item says "The online admin asked {when}", shows the channel, the
client and the client's last words before the question, and **What the online admin
will do**, for example "Cancel the visit: {name}, {when}". If the client wrote again,
it says "Read the chat before you decide". Everyone who has the right to the action in
that branch sees it and may decide.

## A draft reply

In the mode **Only drafts** the online admin prepares a reply instead of sending it.
The item "Draft reply to {name} in {channel}" has **Send**, **Edit** and **Don't send**
(see [Draft replies of the online admin](../conversations/draft-replies.md)).

## A handoff

A conversation that the online admin handed to the team, with the reason: "doesn't
know the answer", "asks for advice", "asks for a person", "a complaint", "the script
says so", or one of the reasons Talemo names when a run broke off. It has no decision.
**Reply** opens the conversation, and the item goes away when the client is answered
(see [Handoff to people](../conversations/handoff-to-people.md)).

## A case about a conversation or a channel

These are counted from the state, have no history and go away by themselves:

- **The client is waiting for an answer**, since the time of the message that waits.
  It exists only when nobody but a person will answer the client, and names the
  reason with a tag: **paused**, **new person**, **off**, **drafts only**, **no
  rights**, **balance empty**, **daily limit** or **no reply in 10 min** (see
  [Who answers a conversation](../conversations/who-answers.md)). While the online
  admin answers by itself there is no case, and if the conversation already has a
  handoff or a draft, there is one item: the handoff or the draft. It goes away when
  anyone answers the client.
- **The window closed**: the client wrote more than a day ago and got no answer. In
  Instagram and Messenger the answer can only go from the channel's own app. In
  WhatsApp only a template goes from Talemo (see
  [Channel window and WhatsApp templates](../conversations/channel-window-and-templates.md)).
- **Reconnect {channel}**: Meta stopped letting Talemo in. It goes away when the channel
  is connected, and the button **Reconnect** leads to it.
- **Meta didn't approve a template**, with **Fix with the assistant**: the assistant
  gets a request to read the reason and propose a fixed text, and shows the text on a
  card before it goes to Meta. It goes away when a new text is sent to Meta.

A window case also goes away when someone opens the conversation or the client writes
again.

## Knowledge suggestions

One card with the number of suggestions that wait for approval, for the people who
approve knowledge. **Look** opens the suggestions. The card has no decision of its
own: each suggestion is decided in Knowledge, and the card goes away when they are
decided. Frequent answers from three or more chats and notes without numbers can
be approved in one go, and the rest one by one (see [Knowledge suggestions](../knowledge/suggestions.md)).

## Someone's export

When someone who is not an owner exports conversations to a file, every owner gets
"{name} exported # conversations to a file", with the filters. **Got it** closes it
for that owner only. It is a notice and needs no work (see
[Exporting conversations](../conversations/export-conversations.md)).