Distinguish read from unread conversations and keep the unread counter current
The system tracks, per user, whether a conversation has an unread customer message, and keeps the unread marker and counter current as messages arrive and as you reads them.
When this happens: (A) A customer sends a message. (B) The operator opens a conversation or clicks Mark as read.
Step by step
- 1
Sees the unread marker and the header counter increment without a manual refresh.
Appends an inbound customer message to the conversation and updates its last-customer-message timestamp. Evaluates, for every user with the conversation in scope, whether that timestamp is now later than their own last-read timestamp. EasyCRM marks the conversation unread for those users: the row shows the unread marker, and the Unread view and unread counter badge include it, pushed by the standard real-time refresh.
Other paths
Due follow-up does not mark unread
Sets the conversation's status to Follow-up when a scheduled follow-up falls due (FR-26). No read state is touched and no unread marker appears from this alone.
If something goes wrong
Concurrent reads from two devices
The same operator has the Inbox open on two devices and both mark the conversation read within the same second. The later write wins, which is idempotent here since both set the same latest message.
Good to know
- Unread means only "the customer wrote something you has not read." (BRD §3.8, FR-23-006)
- A due follow-up never marks a conversation unread. (BRD §3.8, FR-26)
- Read state is per user; the same conversation can be simultaneously read for one user and unread for another.
- Only inbound customer messages affect unread state — internal notes, outbound messages and AI suggestions never do. (FR-23-006, FR-25)