Why it matters
Marking a conversation as unread is a simple way to flag threads that need follow-up. It restores visual emphasis in your list and helps you return to items that require more time or input.
Key Concepts
Omnichannel Inbox: Central workspace where all conversations appear.
Unread Status: A visual indicator that a conversation needs attention.
Conversation Status: Open, Automated, or Closed. Marking as unread can change status (see note below).
Step-by-Step: Mark a Conversation as Unread
Open the Omnichannel Inbox.
Click this link to go directly to your Inbox.
Find the conversation.
Search using the top search bar or scroll the conversation list.
Open the conversation and click the ⋯ menu in the upper-right.
Select Mark as Unread from the menu.
Confirm the change.
The conversation is now marked as unread in your list.
Note: If the conversation was Closed, marking it as unread will reopen it and move it back to Open.
Tips and Best Practices
Use Mark as Unread to create a personal follow-up queue without changing assignment.
Combine with sorting by Unread to focus on what needs attention first.
If you mark many items unread, add short internal notes to remind yourself of next steps.
Reassign or add a mention if another team member should take the next action.
Troubleshooting
Issue | Possible Cause | Fix |
Option not visible | Page not fully loaded or permission limits | Refresh the page; verify your role allows status changes. |
Conversation not showing as unread | Sort or filter hiding it | Clear filters, sort by Unread, or check the Open tab. |
Conversation reopened unexpectedly | It was closed before marking unread | This is expected. If needed, close it again after review. |
Related Guides
Close/Reopen Conversations in Whippy
Assign/Unassign Conversations in Whippy
Filtering Conversations in the Omnichannel Inbox