Hi @shivani shirguppi welcome to the community. The 'Waiting For Customer' status is delivered in the ITSample project. You can use that as a reference for how it works. Just like any status, you get to decide how you would like to use it. If you want certain events to happen when the customer replies, using Automation, you can change the status from 'Waiting For Customer' to something else. If you'd like an example of an Automation, from your Project Settings, select 'Automation' then 'Library'. A canned Automation you could use or modify is the 'When a comment is added -> update the status'. You can setup your workflows to incorporate the 'Waiting For Customer' status.
The best part of JSM is you get to decide how and if you want to use it, and what should happen as your customers and agents interact with it.
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