What this card shows
The Patients waiting for a reply card is the working list of open conversations where the patient spoke last and nobody has answered yet. It groups them by the staff member the conversation is assigned to, and splits each bar by how long the patient has been waiting:
Up to 4h
4-24h
1-3 days
Over 3 days
The Over 3 days band is the one to clear first. A clinic that is on top of its queue shows mostly the shorter bands; if a bar is all one color, everyone assigned to that person has been waiting the same length of time.
Reading the card
Bars are horizontal, one per assignee, so the longest bar is the biggest backlog of unanswered patients.
Hover any segment to see the exact number of conversations in that wait band.
Only conversations still open are counted. Resolving or closing a conversation takes it off this card, which is what makes the card empty out as the queue is worked.
The last message has to be from the patient. As soon as a staff member replies, the conversation drops off, even if the exchange continues.
Internal notes and system-generated messages are ignored when working out who spoke last, so an internal note added to a conversation does not hide it from this list.
Unassigned is a real row, not an error: these are patients waiting with no owner at all. They are usually the most urgent thing on the card, because no personal inbox is prompting anyone to pick them up.
Unknown staff means the conversation is assigned to someone no longer in your staff directory. Those need reassigning to an active member.
A conversation with several assignees is counted once for each of them, so bar totals can add up to more than your conversation count.
The wait bands are measured from the patient's last message to right now, so they move as you look at them. A conversation in 1-3 days this morning can be in Over 3 days tomorrow without anything changing.
The card lives on the Nursing & care team dashboard, on the Communication & tasks tab, and responds to the filters at the top:
Date: change the time window. It scopes by when the conversation was last updated, and defaults to the past 6 months plus the current month.
Clinic: focus on one or more locations, if your organization has several. It keeps conversations whose assignee works at the selected clinic, so unassigned conversations drop out while a clinic filter is applied.
Read this card next to Chat response time on the same tab. That card measures the waits that ended in a reply; this one shows the waits still running.
Where this data comes from
This comes straight from the staff messaging inbox: the patient's message is timestamped when they send it from the patient portal, and the conversation stays on this card until someone replies, resolves it, or closes it.
Assigning conversations to a person rather than leaving them unassigned is what makes this card usable as a workload view, and replying is what takes rows off it.
Opening this card
In wawa, open Insights from the sidebar, then go to Standard Reports → Nursing & Care Team → Nursing & care team. Select the Communication & tasks tab. The Patients waiting for a reply card is on it.