Hold duplicate replies

When a member replies to a contact and a different member already replied to that conversation within the pipe’s time window, the second reply is not sent. The sender’s own mail server tells them at once, like any undeliverable message, with a note such as:

Your reply was not sent: liza@acme.com already replied to this conversation 3 minutes ago. To send yours anyway, send it again within 10 minutes.

Follow-ups from the member who replied last are never held.

If your reply should go out after all, send it again within 10 minutes. It goes out, and for the rest of that round nobody’s replies are held, since the team already knows two people are answering.

While a conversation is assigned or claimed, replies from everyone else are held the same way, whatever the time window says (even with it set to 0), with a note such as:

Your reply was not sent: joe@acme.com is replying to this conversation (claimed for another 84 minutes). To send yours anyway, send it again within 10 minutes.

The guard only stops two answers to the same message. When the contact writes again, a new round starts, and whoever answers first is not held.

Set it per pipe in the pipe’s settings, under Hold duplicate replies: from 0 to 120 minutes. It starts at 10. Choose 0 to turn the guard off. Held replies appear in the activity log as Held: teammate replied.

Nothing is stored while a reply is held: Waribox never keeps message bodies, which is why you send it again rather than release it later.