Waiting on Institution is a conversation status indicating that the thread is awaiting the team’s response. New customer conversations are created in this state.
Open the thread to confirm that your message appears and includes the information needed to answer it. If you left out a company name, record reference, or specific question, add that context in the same conversation.
The status does not name an individual staff member or promise a particular response time. If a deadline matters, state it clearly and ask the team to confirm the expected next step.
A visible sent message is stronger evidence of submission than the status alone. If you saw a send error, inspect the thread before assuming the team received the text. Use the Waiting on Institution filter to find these conversations, and return to All conversations if a thread disappears after the team updates its state. Avoid creating duplicate threads solely to make the question appear new.
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