> For the complete documentation index, see [llms.txt](https://guides.clickatell.com/chat-desk/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://guides.clickatell.com/chat-desk/agent-desk/manage-chat-queues-agent-desk/pending-chats.md).

# Pending chats

The Pending Chats feature helps Chat Desk agents to manage their live chat queue more efficiently. 

Agents' live chat queues are often cluttered by chats awaiting a response from a customer. Agents can now move these chats to the new *Pending* tab, cleaning up their live chat queue to only show the chats that are active and require their imminent attention.

## **How it works**

When engaging in a live chat, agents can select the *Pending* icon at the top of their chat window to mark the chat as "pending". The chat is moved from the *Live* tab to the *Pending* tab.

![](/files/g8RX17octfgboMGI1IUz)

The *Pending* tab on the left houses all chats marked as "pending". Each chat card contains a *Pending* icon.

![](/files/qp0uU5bFMNiGycyCdHnD)

{% hint style="info" %}

* You can still send messages to customers from the *Pending* tab.
* Supervisors also have visibility on chats marked as pending.
  {% endhint %}

A pending chat is **not** closed/converted to a ticket after the [inactivity timeout duration](/chat-desk/chat-desk-dashboard/settings/chat-desk.md#timers-and-timeouts) and is **not** assigned to another agent after the [agent chat timeout duration](/chat-desk/chat-desk-dashboard/settings/chat-desk.md#timers-and-timeouts).

The pending chat will stay in the *Pending* tab until:

* A customer replies on the chat (moves to *Live*).
* The *Pending Chats Auto-Closure Time* as set under [*Preferences*](/chat-desk/chat-desk-dashboard/settings/chat-desk.md#timers-and-timeouts) expires (moves to *Closed*). 
* An agent or supervisor unmarks the pending status (moves to *Live*).