My Unread vs Unread

Sidebar Dashboard has three chips that sound similar: Unread, My Unread, and Assigned. They filter the same open conversation list in different ways.

Unread

Unread lists every open conversation that:

• Is assigned to an agent (not bot-only), and
• Still has customer messages waiting for an agent reply.

This is a team-wide view — any agent's unread assigned threads can appear here.

Use Unread when you need to see total unread load across the workspace (the summary line may also say how many conversations need attention).

My Unread

My Unread lists threads where both:

• You are the assigned agent, and
• There are unread customer messages waiting for your reply.

Use My Unread for your personal reply queue — the subset of Unread that belongs to you.

Assigned

Assigned lists every open conversation assigned to you, whether or not you still owe a reply.

Chip	Assigned to you?	Must have unread customer messages?
Unread	Any agent	Yes
My Unread	Yes	Yes
Assigned	Yes	No

Example: you replied and are waiting on the customer. The thread may still appear under Assigned but not under My Unread.

Dashboard vs Inbox Unread Tab

Inbox → Unread (/inbox/unread) is a separate route with its own list layout and an optional Show only my unread conversations checkbox.

	Dashboard chips	Inbox → Unread tab
Navigation	Stay on /dashboard; switch chips	Dedicated sidebar tab
My unread only	My Unread chip	Optional checkbox on the tab
Grouping	Flat list per chip	Pending vs Open sections on rows

Deep dive on the Inbox tab: Unread (4.3, planned).

Quick Picks

Your goal	Start here
Reply to customers assigned to me	My Unread
See everything I own	Assigned
See all unread across the team	Unread
Longest-waiting unread customers	Overdue (see Overdue Conversations)

Related Articles

• Using Dashboard (3.1)
• Inbox vs Dashboard vs Conversations (1.3)