Quick start
- Unread conversations stay marked as unread until a clear, intentional action is taken.
- Simply clicking into a message or viewing the conversation does not change the read status. This is completely intentional so your team does not accidentally mark a customer message as “handled” before actually responding.
Follow the detailed steps below to complete the setup.
You get a text from a hot prospect while you are in the middle of a client meeting. You quickly tap the notification, glance at the message, and tell yourself, “I will reply to this the exact second I get back to my desk.”
Two hours later, you sit down at your computer. The notification is gone. The message is buried under twenty other chats. Because you “opened” it on your phone, your inbox assumed the conversation was handled and cleared the alert. Three days pass. You finally remember the prospect, but they have already hired your competitor. You just lost a massive deal because your inbox thought glancing at a message meant the job was done.
You cannot scale an agency if your inbox auto-hides the second you look at them. HighLevel fixes this instantly. In HighLevel, opening a conversation does not automatically mark it as read. It stays visibly unread until you actually reply or intentionally clear it. This gives your team absolute control over what still needs attention. Let us lock down your inbox so no lead ever slips through the cracks again.
Ready to streamline this? Here is exactly how to do it in 60 seconds:
Part 1: Understand the Unread Logic
First, you need to understand how HighLevel protects your leads from being forgotten.
- Unread conversations stay marked as unread until a clear, intentional action is taken.
- Simply clicking into a message or viewing the conversation does not change the read status. This is completely intentional so your team does not accidentally mark a customer message as “handled” before actually responding.
Part 2: Manually Mark Conversations as Read
Properly marking conversations as read keeps your list accurate so your team can focus entirely on messages that still need action.
- Click on Conversations from your main HighLevel dashboard.
- Open your Team Inbox.
- Select an unread conversation.
- To clear the unread status, you have two options. You can simply type and send a Reply to the conversation (which auto-clears the status), or you can click the Mark as Read icon in the top-right area of the conversation view.
- Confirm the conversation is removed from your unread list.
Part 3: Automate the Status with Workflows
If you want to clear out your inbox without manual clicking, you can let the system do the heavy lifting based on specific triggers.
- Instead of manually updating each conversation, you can use workflow automation to control how conversations appear in your inbox.
- Use the Edit Conversation workflow action. This powerful step can automatically mark conversations as read, unread, archived, or unarchived based on specific lead behaviors or pipeline stages.
Mastering your conversation status ensures every single lead gets a reply, keeping your pipeline full and your clients completely thrilled.
Frequently Asked Questions
How do I understand the Unread Logic?
First, you need to understand how HighLevel protects your leads from being forgotten. Unread conversations stay marked as unread until a clear, intentional action is taken. Simply clicking into a message or viewing the conversation does not change the read status. This is completely intentional so your team does not accidentally mark a customer message as “handled” before actually responding.
What should I know about manually Mark Conversations as Read?
Properly marking conversations as read keeps your list accurate so your team can focus entirely on messages that still need action. Click on Conversations from your main HighLevel dashboard. Open your Team Inbox. Select an unread conversation. To clear the unread status, you have two options. You can simply type and send a Reply to the conversation (which auto-clears the status), or you can click the Mark as Read icon in the top-right area of the conversation view. Confirm the conversation is removed from your unread list.
How do I automate the Status with Workflows?
If you want to clear out your inbox without manual clicking, you can let the system do the heavy lifting based on specific triggers. Instead of manually updating each conversation, you can use workflow automation to control how conversations appear in your inbox. Use the Edit Conversation workflow action. This powerful step can automatically mark conversations as read, unread, archived, or unarchived based on specific lead behaviors or pipeline stages. Mastering your conversation status ensures every single lead gets a reply, keeping your pipeline full and your clients completely thrilled.