Unread
Sidebar Inbox → Unread opens /inbox/unread.
The list header reads Unread with a count in parentheses.
What Appears Here
Unread lists open conversations that:
- Are assigned to an agent (not bot-only), and
- Have unread customer messages waiting for a reply.
This is a team-wide view across agents unless you narrow it with the checkbox below.
Spam-marked contacts are excluded from normal Inbox counts and do not appear here — see Spam.
Show Only My Unread Conversations
On the Unread tab only, a checkbox appears:
Show only my unread conversations
| Checkbox | Result |
|---|---|
| Off (default) | Every agent-assigned thread with unread customer messages |
| On | Only threads assigned to you with unread messages |
This matches Dashboard → My Unread without leaving the Inbox tab layout.
Unread vs Other Tabs
| Tab / view | Scope |
|---|---|
| Inbox → Unread | Unread assigned threads (optional: yours only) |
| Inbox → Assigned | All threads assigned to you, read or unread |
| Dashboard → Unread | Team unread (chip on /dashboard) |
| Dashboard → My Unread | Your unread only (chip on /dashboard) |
| Dashboard → Overdue | Unread older than 90 minutes (Overdue Conversations) |
Working the List
- Use channel chips All, WhatsApp, or Instagram to filter.
- Rows with unread counts show a badge; Arrange can group by agent or status.
- Open a row to reply in the chat pane (Opening a Chat).
Related Articles
- My Unread vs Unread (3.3)
- Assigned (4.1)
- Open, Pending, Queued, Expired (2.3)