What do the counts mean?
- The main Inbox badge and conversation badge count unread incoming messages. Three new messages count as three.
- Unread counts distinct contacts across channels. One contact with unread WhatsApp and Instagram messages counts once.
- Counts include authorized conversations beyond loaded pages. Replies, notes, task events and imported history do not increase them; deleted messages stop counting.
What marks a message read?
- Opening a conversation marks its current incoming messages read for everyone.
- A successful AI reply marks only the messages captured for that reply read. Messages arriving during generation stay unread.
- Failed, blocked or uncertain sends do not clear read status.
- Platform/agency impersonation used for observation does not mark messages read.
Updates arrive live and refresh after reconnecting or returning to the tab. If counts appear stale, reopen the conversation after reconnection.
Notes and media
- Use Notes → Add note for private internal notes; they never go to the customer.
- Use the composer's + menu for attachments, snippets and templates.
- Open saved media from the signed-in conversation. Provider download links can expire.
Attachments require private storage. If unavailable, the send stops. Provider photos appear when available and otherwise fall back to initials. Search and filters cover permitted conversation history, including unloaded conversations.
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