When you have updates on conversations assigned to you, these conversations will be marked as unread.
Who can see the unread indicator?
The unread indicator will show on the assigned to me view only.
The unread indicator is displayed for the user assigned to the conversations only. Other users won't be able to see it.
When will the unread indicator show on a conversation?
The unread indicator is displayed in the following cases:
When the conversation is assigned to the user
New message from contact on that conversation
Another user adds a note to the conversation
Another user sends a message to contact on that conversation
The conversation is manually marked as unread.
When will the conversation be marked as read?
When the user assigned to that conversation selects the conversation, it will be marked as read, and the unread indicator will go away.
⚡ Attention
When other users read the conversation, it does not impact the unread status.
Manually marking the conversation as unread
To stay organized, you may need to mark a conversation as unread to come back to it later. Here is how to do it.
How to manually mark the conversation as unread?
On conversations assigned to you, select the conversation you want to mark as unread and click on the unread icon.
⚡ Attention
Only the user assigned to the conversation can mark it as unread.
Filtering unread conversations
This feature helps you view only unread conversations so you can follow up on customer inquiries. To filter unread conversations in "Assigned to me", enable Show unread only (as shown in the screenshot).
⚡ Attention
The Show unread only filter is available for open conversations that are assigned to you only.