Marking Conversations as Read or Unread

Manage the read status of conversations to keep track of which messages need your attention.

Understanding Read Status

Conversations in SupportRetriever have two states:

• Unread - Shown with a badge indicator, indicating new or pending messages
• Read - No badge, indicating you've reviewed the conversation

Automatic Read Status

Conversations are automatically marked as read when:

• You open the conversation to view messages
• A team member opens the conversation

Manually Changing Read Status

You can manually toggle the read/unread status:

1. Open the conversation you want to update
2. Click the actions menu (⋮) in the conversation header
3. Select "Mark as unread" or "Mark as read"

When to Mark as Unread

Use "Mark as unread" to:

• Follow up later - Mark a conversation unread as a reminder to respond
• Hand off to team - Signal that a conversation needs another team member's attention
• Prioritize - Keep important conversations visually highlighted

When to Mark as Read

Use "Mark as read" to:

• Clear your inbox - Mark conversations you've reviewed but don't need to respond to
• Acknowledge - Indicate you've seen the message even without replying

Team Collaboration

Read status is shared across your team:

• When any team member opens a conversation, it's marked as read for everyone
• When you mark a conversation as unread, all team members see the unread badge
• This helps teams coordinate who needs to respond

Permission Requirements

All team members with access to a form can toggle read/unread status:

• Form owners
• Team members with Admin permission
• Team members with View permission
• Team members with Reply permission
• Team members with Delete permission

Visual Indicators

The unread badge appears in:

1. Conversation list - A small dot next to unread conversations
2. Mobile sidebar - Same dot indicator on mobile devices

Best Practices

1. Review daily - Check unread conversations at the start of each day
2. Use for follow-ups - Mark conversations unread when they need future action
3. Communicate with team - Don't rely solely on read status; communicate handoffs explicitly
4. Keep inbox clean - Periodically review and update status of old conversations

Related Topics

• Viewing customer conversations
• Replying to customer messages
• Deleting conversations
• Collaborating on conversations