What Conversation Read Status Means
Conversation read status indicates whether a conversation still requires attention.
An unread conversation remains in the unread list until one of the following actions occurs:
A user replies to the conversation.
A user manually marks the conversation as read.
A workflow updates the conversation using the Edit Conversation action.
Opening or viewing a conversation does not automatically mark it as read.
Benefits of Conversation Read Status
Conversation read status supports inbox organization and team accountability.
Key benefits include:
Prevents missed leads: Opening a conversation does not remove it from the unread list.
Keeps the inbox organized: Unread messages remain visible until a user takes a clear action.
Supports accountability: Team members can identify conversations that still require attention.
Supports automation: Workflows can update conversations as read or unread when specific conditions are met.
How Read and Unread Conversations Work
Unread conversations remain unread until a reply, manual status change, or workflow action occurs. Simply clicking a conversation or reviewing its message history does not change its status. This behavior prevents a conversation from being treated as handled before the user has replied or intentionally marked it as read.
Find Unread Conversations
To view unread conversations:
Go to Conversations from the left navigation.
Open the Team Inbox.
Select the Unread tab.
Review the conversations listed under Unread.
Select a conversation to open it.
Opening the conversation does not remove it from the Unread list.
Manually Mark a Conversation as Read
A conversation can be marked as read without sending a reply. To mark a conversation as read:
Go to Conversations.
Open the Team Inbox.
Select the Unread tab.
Open the conversation.
Click the Mark as Read icon in the top-right area of the conversation view.
Confirm that the conversation is removed from the Unread list.
The envelope icon shown in the conversation header is the manual read-status control.
Mark a Conversation as Read by Replying
Replying to an unread conversation automatically marks it as read. To mark a conversation as read by replying:
Open the unread conversation.
Choose the appropriate communication channel.
Enter the reply.
Send the message.
Confirm that the conversation no longer appears in the Unread list.
This method is appropriate when the conversation has been actively handled.
Automate Conversation Read Status With Workflows
Use workflow automation when a conversation should be marked as read or unread based on a defined process. The Edit Conversation workflow action can update conversation status. Depending on the workflow configuration, the action can:
Mark a conversation as read.
Mark a conversation as unread.
Archive a conversation.
Unarchive a conversation.
Use this action only when the workflow condition clearly indicates whether the conversation still requires attention.
Recommended Team Process
Use a consistent team rule for read status. A practical process is:
Leave a conversation unread while it still requires action.
Reply when a response is needed.
Mark the conversation as read when no reply is required.
Use workflows only for repeatable scenarios with a clear completion condition.
This keeps the Unread list focused on conversations that still need attention.
Common Issues and Fixes
The conversation is still unread after I opened it
This is expected behavior. Opening or viewing a conversation does not mark it as read. Reply to the conversation or click the Mark as Read icon.
The conversation disappeared from the Unread list after I replied
This is expected behavior. Replying to an unread conversation automatically marks it as read.
I cannot find the Mark as Read icon
Open the individual conversation and check the top-right area of the conversation header. The read-status control appears as an envelope icon.
A workflow marked a conversation as read unexpectedly
Review the workflow that contains the Edit Conversation action. Confirm that the workflow trigger and conditions should apply to that conversation before the status is changed.
A conversation should remain visible after automation runs
Configure the workflow action to leave the conversation unread, or remove the status-changing action when no update is required.
FAQ
Does opening a conversation mark it as read?
No. Opening or clicking into a conversation does not automatically mark it as read.
Why does a conversation stay unread after I open it?
The conversation stays unread so it is not treated as handled before a user replies or intentionally marks it as read.
Does replying to a conversation mark it as read?
Yes. Sending a reply automatically marks an unread conversation as read.
Can I mark a conversation as read without replying?
Yes. Open the conversation and click the Mark as Read icon in the top-right area.
Can I mark a conversation as unread again?
The source material confirms that the Edit Conversation workflow action can mark conversations as unread. It does not confirm a manual mark-as-unread process.
Can I automate marking conversations as read?
Yes. Use the Edit Conversation workflow action to update the conversation to read.
Can a workflow archive or unarchive a conversation?
Yes. The Edit Conversation workflow action can also archive or unarchive conversations.