Chatwoot unanswered-conversation audit

account 1 · https://chat.nalog.nl/ · 2335 conversations tracked · data refreshed 2026-09-18 10:51 UTC · SLA-note window: 2026-09-07 00:00 UTC – 2026-09-13 23:59 UTC (last complete week)

Client left without an answer

11 open · 3 resolved

Open, reminders sent, still no reply

of 7 with reminders

Conversations in window

2335 tracked in total

With a “deadline expired” alert

24 alert messages

With countdown reminders

9 reminder messages

Answered late (after expiry)

eventually replied

Worst client wait

9d 11h 35m

from alert text

Oldest still unanswered

267.7 h

since last SLA msg

Companies (labels) seen

flagged in 5 of them

Per manager (assignee)

Manager	Scanned	No answer	Open expired	Resolved no reply	Answered late	Alert msgs	Remind msgs	Worst wait	Oldest open h
-- unassigned --	9	9	9	0	0	9	2	9d 11h 35m	267.7
Shliapnikova Anna	2	2	2	0	0	3	1	4d 3h 53m	263.7
Sidikova Alona	4	2	0	2	1	3	4	3d 57m	265.7
Ekaterina Volkova	1	1	0	1	0	1	0	9d 6h 19m	212.7
Elena Shelkova	2	0	0	0	2	2	0	-	0.0
Larionova Kateryna	1	0	0	0	1	2	0	-	0.0
Maneluk Svetlana	1	0	0	0	1	1	0	-	0.0
Nataly Logvinskaya	1	0	0	0	1	1	0	-	0.0
Olena Iamkova	1	0	0	0	1	1	2	-	0.0
Radzevych Iryna	1	0	0	0	1	1	0	-	0.0

Per inbox

Inbox	Scanned	No answer	Open expired	Resolved no reply	Answered late	Alert msgs	Remind msgs	Worst wait	Oldest open h
Telegram	9	9	9	0	0	9	2	9d 11h 35m	267.7
MKB	10	3	2	1	6	11	6	4d 3h 53m	263.7
info@nalog.nl	2	2	0	2	0	2	1	9d 6h 19m	265.7
31650128355	1	0	0	0	1	1	0	-	0.0
tax@nalog.nl	1	0	0	0	1	1	0	-	0.0

Per company (label)

Company	Scanned	No answer	Open expired	Resolved no reply	Answered late	Alert msgs	Remind msgs	Worst wait	Oldest open h
-- no company --	12	10	9	1	1	11	4	9d 11h 35m	267.7
abg_lab_europe_b_v	1	1	1	0	0	1	1	3d 11m	163.7
berezovka_sergei	1	1	0	1	0	1	2	3d 5m	118.7
rhizome_b_v	1	1	1	0	0	2	0	4d 3h 53m	263.7
tony_marian	1	1	0	1	0	1	0	9d 6h 19m	212.7
ds_tabitueva	1	0	0	0	1	1	0	-	0.0
goloborodko	1	0	0	0	1	1	0	-	0.0
granulite_b_v	1	0	0	0	1	1	0	-	0.0
pavlo_soroka	1	0	0	0	1	1	0	-	0.0
ra88_b_v	1	0	0	0	1	1	2	-	0.0
sukhorukov	1	0	0	0	1	1	0	-	0.0
tvr_studios_b_v	1	0	0	0	1	2	0	-	0.0

Flagged conversations (14)

Conv	Verdict	Inbox	Manager	Company	Client	Status	Alerts	Reminders	Client waited	Time left (last rem.)	Since SLA msg (h)	Client wait (h)	Last agent reply
#171323	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Новини	open	1	0	9d 11h 35m	-	147.7	75.4	-
#171435	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Подорожі	open	1	1 (#1)	8d 2h 3m	13h 56m	117.7	46.7	-
#171301	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Площа ринок	open	1	0	7d 7h 36m	-	182.7	16.0	-
#171338	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Побутові питання	open	1	0	6d 5h 57m	-	212.7	16.9	-
#171287	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Майбутнє українців	open	1	0	4d 21h 15m	-	267.7	43.4	-
#171436	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Процедура притулку (asiel)	open	1	0	4d 20h 19m	-	192.7	186.8	-
#171452	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Стікер	open	1	0	4d 10h 30m	-	162.7	41.2	-
#171072	NO ANSWER · expired	MKB	Shliapnikova Anna	rhizome_b_v	. Olga	open	2	0	4d 3h 53m	-	263.7	166.5	2026-09-03 07:21 UTC
#171391	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Освіта	open	1	0	4d 3h 47m	-	235.7	43.8	-
#171291	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Медицина	open	1	1 (#2)	3d 4h 20m	1h 12m	213.7	19.2	-
#171539	NO ANSWER · expired	MKB	Shliapnikova Anna	abg_lab_europe_b_v	Yury - ABG Lab	open	1	1 (#2)	3d 11m	49m	163.7	96.1	-
#171157	resolved · no reply	info@nalog.nl	Ekaterina Volkova	tony_marian	Blitz	resolved	1	0	9d 6h 19m	-	212.7	213.4	2026-08-31 08:41 UTC
#171374	resolved · no reply	info@nalog.nl	Sidikova Alona	-- no company --	mkb	resolved	1	1 (#2)	3d 57m	1m	265.7	338.7	-
#171558	resolved · no reply	MKB	Sidikova Alona	berezovka_sergei	Sergey Berezovka	resolved	1	2 (#2)	3d 5m	6h 55m	118.7	144.1	2026-09-09 10:42 UTC

With a “deadline expired” alert (22 conversations · 24 alert messages)

Conv	Verdict	Inbox	Manager	Company	Client	Status	Alerts	Reminders	Client waited	Time left (last rem.)	Since SLA msg (h)	Client wait (h)	Last agent reply
#171323	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Новини	open	1	0	9d 11h 35m	-	147.7	75.4	-
#171435	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Подорожі	open	1	1 (#1)	8d 2h 3m	13h 56m	117.7	46.7	-
#171301	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Площа ринок	open	1	0	7d 7h 36m	-	182.7	16.0	-
#171338	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Побутові питання	open	1	0	6d 5h 57m	-	212.7	16.9	-
#171287	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Майбутнє українців	open	1	0	4d 21h 15m	-	267.7	43.4	-
#171436	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Процедура притулку (asiel)	open	1	0	4d 20h 19m	-	192.7	186.8	-
#171452	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Стікер	open	1	0	4d 10h 30m	-	162.7	41.2	-
#171072	NO ANSWER · expired	MKB	Shliapnikova Anna	rhizome_b_v	. Olga	open	2	0	4d 3h 53m	-	263.7	166.5	2026-09-03 07:21 UTC
#171391	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Освіта	open	1	0	4d 3h 47m	-	235.7	43.8	-
#171291	NO ANSWER · expired	Telegram	-- unassigned --	-- no company --	Нідерландська криївка / Медицина	open	1	1 (#2)	3d 4h 20m	1h 12m	213.7	19.2	-
#171539	NO ANSWER · expired	MKB	Shliapnikova Anna	abg_lab_europe_b_v	Yury - ABG Lab	open	1	1 (#2)	3d 11m	49m	163.7	96.1	-
#171157	resolved · no reply	info@nalog.nl	Ekaterina Volkova	tony_marian	Blitz	resolved	1	0	9d 6h 19m	-	212.7	213.4	2026-08-31 08:41 UTC
#171374	resolved · no reply	info@nalog.nl	Sidikova Alona	-- no company --	mkb	resolved	1	1 (#2)	3d 57m	1m	265.7	338.7	-
#171558	resolved · no reply	MKB	Sidikova Alona	berezovka_sergei	Sergey Berezovka	resolved	1	2 (#2)	3d 5m	6h 55m	118.7	144.1	2026-09-09 10:42 UTC
#169673	answered · late	31650128355	Elena Shelkova	-- no company --	Сергей	resolved	1	0	28d 16h 16m	-	196.7	172.4	2026-09-10 07:31 UTC
#169666	answered · late	MKB	Olena Iamkova	ra88_b_v	Svitlana Bagirian	resolved	1	2 (#2)	21d 4h 11m	2h 30m	237.7	26.8	2026-09-18 10:17 UTC
#170909	answered · late	MKB	Maneluk Svetlana	ds_tabitueva	Daria Tabitueva	open	1	0	19d 20h 25m	-	194.7	97.9	2026-09-15 12:48 UTC
#140036	answered · late	MKB	Larionova Kateryna	tvr_studios_b_v	Y B	open	2	0	12d 22h 26m	-	217.7	212.3	2026-09-09 10:15 UTC
#171202	answered · late	MKB	Radzevych Iryna	sukhorukov	Ihor S	open	1	0	10d 19h 4m	-	171.7	96.9	2026-09-14 10:54 UTC
#171098	answered · late	MKB	Elena Shelkova	pavlo_soroka	Вікторія Верба	open	1	0	4d 23h 6m	-	242.7	77.6	2026-09-14 11:12 UTC
#171360	answered · late	MKB	Nataly Logvinskaya	granulite_b_v	Alex Tsypkin	resolved	1	0	3d 16h 53m	-	268.7	357.6	2026-09-08 12:59 UTC
#171418	answered · late	tax@nalog.nl	Sidikova Alona	goloborodko	Goloborodko Assistant (Mariia)	resolved	1	0	3d 16h 1m	-	173.7	167.9	2026-09-11 11:56 UTC

How each conversation is classified — the automation user Manager Nalog.nl posts two kinds of private note: “🚨 Срок ответа истёк” (deadline expired) and “Напоминание #N … осталось …” (countdown reminder).

NO ANSWER · expired — an expiry alert fired and no public reply from a human agent followed it; conversation still open / pending / snoozed.
resolved · no reply — an expiry alert fired, the conversation was resolved, and no agent reply is visible after the alert (closed without answering).
no answer · reminder — only countdown reminders were sent (deadline not yet expired) and nobody has replied since the last one.
answered late — an expiry alert fired but an agent did reply afterwards.

The “deadline expired” alert table lists every conversation where the expiry alert fired — all four of the above — regardless of whether a reply followed. The per-company breakdown counts only real client labels; file-processing / bot-workflow tags (бот_…) and calendar tags (2026-09) are skipped — see non_company_label_patterns in app/config.py. “Client waited” is parsed from “Клиент ждал …” / “клиент ожидает ответа уже …”; “Time left” from “…, осталось …” of the most recent reminder. Бот … сформивал вариант ответа AI drafts are private notes and do not count as a reply. Data refreshes once a day; use POST /api/refresh to pull a fresh scan on demand.