Efficient communication is at the heart of good customer relationship management. The "Mark as Read" feature in CRM workflows simplifies message management by automatically marking outbound messages as read. This keeps your inbox uncluttered, so you can focus on what matters most: responding to customer enquiries.

In this guide, we'll walk through enabling the "Mark as Read" feature and explain how it affects your workflows and conversations.

To get started, navigate to the Automation section of the CRM, then in the Workflows tab, select the specific workflow you want to edit.

To find the "Mark as Read" option, open the workflow's Settings tab, scroll to the Conversations section, and look for the toggle for "Mark as Read."

How the "Mark as Read" Feature Works

Enabling "Mark as Read" in your workflows affects your conversations in a few key ways:

  • Only Affects Outbound Messages: Messages sent through workflows are automatically marked as read in your inbox, helping to keep things tidy and improve efficiency.
  • Customer Replies Remain Highlighted: Any unread replies from customers stay marked as unread, so important interactions are not overlooked.
  • Improved Focus on Relevant Conversations: By auto-marking workflow messages as read, your attention is directed towards conversations that need immediate action or a response.

This feature works quietly in the background and does not affect your response rates or engagement metrics. It's designed to support better organisation without compromising performance.

Troubleshooting Tips

  • Workflow Not Marking Messages as Read: Make sure the "Mark as read" option is enabled in the workflow settings. If it's already enabled and messages are still showing as unread, check whether there are any unread customer replies in the conversation.

FAQs

Q: Will auto-marking messages as read affect my response rates?

  • A: No, this feature only affects how messages are displayed in your inbox. It does not impact your response rates or metrics.

Q: Can I choose specific messages within a workflow or campaign to mark as read?

  • A: Currently, the auto-mark as read feature applies to all messages sent from the specified workflow or campaign.