Prevent Conversation from Auto-Marking as Read When Opened by a Non-Assignee
M
Mandarin Swallow
Description: As a Salesmsg user, I'd like conversations to only be marked as read for the assigned user when they personally open it. If a non-assigned team member opens the conversation, it should remain unread for the assignee so they don't miss it.
Business Impact: In shared inboxes where multiple reps have access, any team member clicking into a conversation marks it as read for everyone — including the assignee. This causes leads to slip through the cracks and forces teams to manually re-mark conversations as unread constantly. For sales teams where speed to lead is critical, this is a real operational problem. This is the second account reporting this exact issue.
Created by Hansel Aguilar
Chris Brisson
Hey Mandarin Swallow — thanks for flagging this. Totally hear you on how a shared inbox marking threads as read for everyone (even when a non-assignee opens it) can cause leads to get missed and creates extra busywork re-marking as unread. This is really helpful context, especially since you’ve seen it on a second account as well — we’ll take a look on our side and follow up once we have more info.