New Messages

The New Messages inbox refers to a specific section where incoming messages that have not yet been read or responded to by an agent or team member are stored. This allows team members or agents to easily see which messages are awaiting their attention and ensures that no new inquiries or requests from users go unnoticed.

Be mindful of the following points regarding the New Messages section.

  • A message will be moved from the New messages section to the corresponding section once it is replied by an agent (automatic replies are not considered).

  • New messages from unassigned conversations will be shown in all agents New messages section.

  • New messages from assigned conversations will be shown only in the assigned agent New messages section.

  • Each time a message lands in the New Message section, a notification sound will alert the agent.

    To turn on the notification sound, click the Profile icon in the top right corner and select the Notification sound toggle to activate it.