I would like to create a time-based action where after 24h from customer's message (either first or the next one) we send a sorry for the delay message. What conditions should I use? Also, how often are the conditions checked? I set time for equal 24h and it didn't execute - what the option "is equal" stands for if after the certain time the action is not exectued?

Also, I would appreciate the exact explanation of those conditions: 

- hours since requester responded

- hours since created (created means since customer sent a request?)

- hours since first response pending: what exactly does it mean and what's the difference between this one and hours since created?

- hours since response pending

- hours since agent responded: does it imply that the customer did not reply or is it our last response regardless of customer's reply?

Are our automatic responses (i. e. thank you for submitting a request) added to number of threads?

Is there a possibility to create a condition that states specifically that we did not reply to our customer yet (either to the first or the next message)?

Kind regards,

Katarzyna