ReplyNow chat indicator appears if the agent hasn't replied to the customer for more than 60 seconds. It is pink in color and has a clock inside of it. This indicator lets the agents know that they need to reply to this chat soon. If they don't, the chat can be transferred to someone else (if this option is enabled by the manager) and it lowers the quality of the customer service experience. Once the agent sends a reply to such chat, the indicator will be gone.