In this article, we'll dive into the mechanics behind message read and unread status. From automatic markings to manual controls, you'll gain a clear understanding of how to manage message statuses.
Conversation Center Homepage
From the Conversation Center homepage, click one or more checkboxes next to a conversation or click the checkbox to the left of the Customer Name column to select all conversations.
Then, choose either Mark All As Read or Mark All As Unread to update the message status.
If there are multiple unread messages within a conversation, ALL will be marked read.
When changing the message status from read to unread, only the most recent message will be marked unread. To mark multiple messages within a conversation unread, select the customer and follow the steps under Conversation Thread below.
Note: When selecting Mark All as Unread, if there are no incoming messages, there will be no message to change to unread and the conversation will not be updated.
Conversation Thread
Marking as Read
In the new Conversation Center, incoming messages are marked as read automatically. This occurs when:
- The conversation is opened (will occur 5 seconds after opening)
- Mark as read is manually selected by clicking the 3 dot icon to the right of the message box. See image below.
- The message is replied to using the Reply arrow
- The message is clicked on, anywhere on the unread message box
- An email is opened in a new window
We do not want you to miss an incoming message. If the conversation window is already open when a new message comes in, it will not be marked as read until:
- The window is closed and reopened
- "Mark as read" is manually selected
- The message is replied to using the Reply arrow
- The message is clicked on, anywhere on the unread message box
- An email is opened in a new window
Marking as Unread
If you need to come back to a message later, mark a message as unread by selecting the 3 dot icon to the right of the message box.
If you have any additional questions, reach out to our Support Team by clicking Submit a Request in the top right-hand corner of this page.