Managing unread conversations

The HoopAI platform gives your team clear tools to track which conversations need attention, which have been handled, and which should be flagged for follow-up. Managing read and unread status is the foundation of a clean, organized inbox.

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How read and unread status works

Every new inbound message — regardless of channel — creates or updates a conversation in the inbox and marks it as unread. Unread conversations display a bold contact name and an unread notification badge in the conversation list. When you open a conversation, it is automatically marked as read. You can also manually mark conversations read or unread at any time, giving you control over your follow-up queue independent of whether you have physically viewed the message.

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The unread indicator

The unread badge is a small dot or counter that appears next to a conversation in the list view. At the top of the inbox, the Unread tab aggregates all conversations that currently have at least one unread message, regardless of channel or assignee. Use the Unread tab as your daily starting point — work through conversations from top to bottom, responding or marking each one read as you go.

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Marking conversations read and unread

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Marking a single conversation read

Open the conversation. It is automatically marked as read as soon as you view it. You do not need to take any additional action. To mark it read without opening it, hover over the conversation in the list and click the three-dot menu, then select Mark as Read.

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Marking a single conversation unread

Open the conversation and click the Mark as Unread icon in the conversation header toolbar (it typically appears as a mail/envelope icon or a dot). Alternatively, click the three-dot menu in the conversation list and choose Mark as Unread. Marking a conversation unread re-adds the notification badge and returns it to the Unread tab. Use this as a lightweight reminder system: when you read a message but cannot respond immediately, mark it unread so it stays visible in your queue.

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Bulk marking read or unread

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Inbox tabs

The HoopAI platform inbox includes several tabs for organizing how you view conversations: Switching between tabs does not affect the read/unread status of conversations — it is purely a view filter.

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Starred conversations

Star a conversation to move it into the Starred tab for persistent quick access, independent of read/unread status. To star a conversation:

• Click the star icon in the conversation header, or
• Hover over the conversation in the list and click the three-dot menu → Star Conversation.

Starred conversations remain in the Starred tab until you explicitly unstar them. Use stars for VIP clients, deals in a critical stage, or any conversation you need to return to regularly.

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Archiving conversations

Archiving removes a conversation from the main inbox view without deleting it. Archived conversations are searchable and can be unarchived at any time. To archive:

• Open the conversation and click the Archive icon in the conversation header toolbar.
• Or hover over the conversation in the list and click the three-dot menu → Archive.

Archived conversations no longer appear in the Unread or Recent tabs, but they remain in the All tab if you change the filter to include archived conversations.

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A strategy for inbox zero

Inbox zero does not mean deleting or ignoring conversations — it means processing every conversation to a decided state. Here is an effective approach using the HoopAI platform tools:

1. Start with the Unread tab — these are conversations that have received a new message and need your attention.
2. Open each conversation and take one of four actions:
   • Reply now — respond and the conversation is marked read.
   • Reply later — mark it unread so it stays in your queue, or star it for the Starred tab.
   • No action needed — mark it read and archive it.
   • Assign to a teammate — route it to the right person and mark it read.
3. Use bulk actions to quickly clear a backlog — select all and mark read if a batch of conversations requires no response.
4. Check the Starred tab daily for your highest-priority follow-ups.
5. Archive resolved conversations rather than leaving them in the active inbox.

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Filtering by read status

If you want to see only unread conversations using Quick Filters (rather than the Unread tab):

1. Click the three-line icon next to the search bar.
2. Look for a Status or Read filter and select Unread.

Combine this with other filters — such as Assigned To — to see all unread conversations for a specific team member.

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Notification settings for new messages

Control when and how you are notified about new inbound messages:

1. Go to Settings → My Profile → Notifications.
2. Choose notification types: in-app, email, push notification (mobile), or browser notification.
3. Set preferences for which event types trigger notifications: new inbound message, assignment, @mention, etc.

Keeping notification settings tuned prevents alert fatigue while ensuring you never miss a message that requires a timely response.