@LKirby7 to clarify, each user has their own read/unread status - if you have multiple agents in the same inbox, the conversation will show unread until they click on it, then it changes to read. This doesn’t impact the status for other users in the inbox, they would still see it as unread unless they also click on it. The challenge with this is it doesn’t allow you to read the message and change the status back to unread if you don’t intend to follow up right away, which makes it harder to identify in the inbox that you haven’t responded. You’ll always risk contacting a user twice if the agent isn’t assigning the ticket/conversation upon opening it. If they assign it and are working on a reply, the other agents would see it is already assigned and could avoid duplicating efforts.