The sales manager reassigns the owner of the incoming conversations to different persons, but once you click on a conversation it is marked as read (the green dot disappears). In order to have some control of the conversations, it would be helpful to have a multiple selection and be able to mark all of them as read or unread.
I’m Vijay, the Product Manager for HubSpot’s Conversations Inbox tool. Thank you for taking the time to submit and upvote this idea. At this time there are no plans to work on this Idea as we are focused on building out the core functionality for Inbox. This is not to say that this idea will never be developed, just that there are no plans to do so at this time.
Following this conversation. Also surprised this is not available. Crazy inefficient process to go and click on 'read' in Gmail after using CRM to reply.
This feature would be very helpful if supported by a time date stamp, so teams ca track the time between a conversation being received, opened for the first time and then actioned.
The read/unread function is definitley needed. With several agents working from one inbox this is essential to our set up as it is very difficult for the whole team to see what is read or unread and we risk contacting a person twice.
@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.
