How do I mark a conversation as unread?

Last updated: November 5, 2026

Mark a conversation as unread when you want to flag it for follow-up and return to it later.

Before you start

  • Open the Omnichannel Inbox.

  • Find the conversation you want to revisit later.

Steps

  1. Open the conversation.

  2. Select the ... menu in the upper-right corner.

  3. Select Mark as Unread.

  4. Confirm the change.

Tips

  • Use Mark as Unread to create a personal follow-up queue.

  • Sort or filter by unread conversations when you want to focus on items that need attention.

  • Add an internal note if you need context for why the conversation should be revisited.

Troubleshooting

  • If the option is not visible, refresh the page and confirm your role can update conversations.

  • If the conversation does not appear unread, clear filters or sort by unread.

  • If a closed conversation reopens after marking unread, close it again after reviewing it if needed.