Messages: Option to Mark as Read/Unread
Mohamad Hauache
Open/Closed tells us the lifecycle. Unreplied tells us who spoke last. Neither answers the question agents ask a hundred times a day: has someone already looked at this and decided it needs nothing right now?
Without unread, agents have to open every open conversation just to find out whether there’s anything new in it. That isn’t an inbox. It’s a pile.
And when I open a conversation as a supervisor, it clears the signal for the agent who owns it, so checking on my own team destroys their queue.
This is the most basic primitive an inbox can have.
GISELE GOLDSTEIN
This has 267 votes. How is it possible it is not even labeled as planned???
N
Nabilah Binti Salleh
GISELE GOLDSTEIN: Hi Gisele, thank you for your feedback, and we'll update once there's any progress. Appreciate your patience and support.
S
Sara Dias
Any updates on this topic?
N
Nabilah Binti Salleh
Merged in a post:
Dedicated Unread Filter Toggle
H
Hamzah Menshawi Khamis
Business Problem:
The current conversation list does not provide a dedicated Unread filter based on the unread badge. Instead, users must rely on other filters that do not accurately show conversations containing messages they have not yet opened or read. As a result, unread messages can easily get lost in high volumes of conversations, making it difficult for teams to ensure every new message is seen.
Desired Outcome:
Introduce a dedicated Unread Filter toggle that:
* Shows only conversations with unread messages (those displaying the unread badge).
* Removes conversations from the filter as soon as they have been opened/read, regardless of whether an agent replies.
* Functions similarly to the unread filters available in WhatsApp, email clients, and other communication tools.
Use Case:
Our team uses the unread badge to track conversations that have not yet been seen. We don't want to filter conversations based on whether they have been replied to—we only want to see conversations containing unread messages. This would help ensure no new customer messages are missed while keeping the inbox focused on conversations that genuinely require review.
Ryan Meyer
It's pretty shocking this isn't a feature in 2026. I can't think of any other messaging, email, or CRM type app that doesn't have this feature.
Nuria Causadías
Very necessary
Yenifer Luna
It is of the utmost importance that they integrate it
Daniel De la Chica
Another basic functionality really easy to implement.
Jonathan Ramcharitar
Has there been any update on this?
N
Nabilah Binti Salleh
Jonathan Ramcharitar: Hi, thank you for the continued interest in this request. At the moment, we don't have any updates to share. We'll be sure to post here as soon as there's any progress.
N
Nabilah Binti Salleh
Merged in a post:
Button to change the status of conversation read to unread
Jose Junior
We would like a feature where an administrator user accesses another user's conversation with a customer, they can mark the conversation as unread so that the user responsible for the service does not stop answering because it will be as read.
Load More
→