The Message Center supports changing the status of customer messages. Merchants can set the messages to "Unread", "Completed", or "Open" to facilitate their message management.
In this article, you'll find:
- Set Customer Messages As Read/Unread
- Unread message sort order
- Set the "processing status" for customer messages
1. Set customer messages as read/unread
Click on any conversation and click the "envelope" icon at the top right of the conversation window to set the message as unread.
*Note: A number 1 icon will appear next to the customer's profile picture once it is set as "unread".
Set customer messages as read/unread in bulk
Click the bulk-edit button at the top right of the message list, and then check the messages to set them as read or unread.
A "Bulk set as unread successfully" notification will pop up at the top right of the page.
*Note: If the staff cannot set the message as read/unread, please go to [Settings] > [Permission & Security] > [Edit Staff Permissions] to edit the staff member's permission. Check the box for "Assign and manage conversations on behalf of employees" in the Message Center tab, and then click Update.
2. Unread message sort order
Step 1
In the "Instant Message" tab, set the filter for "Unread" messages.
Step 2
After you select "Unread", a "New messages display first" drop-down menu will appear. You can select either the newest messages or the "Longer waiting time messages" to display first.
3. Set the "processing status" for customer messages
In the "Instant Message" tab, open any customer's conversation window and click the icon at the top right to set the processing status of the customer message to "Done".
By clicking the "Done" icon again, you can change the status back to "Open".
*Notes:
- The processing status of customer messages is set to "Open" by default.
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In the following two cases, the processing status of the customer message will automatically change from "Done" to "Open".
- After the processing status is set to "Done", the customer sends a new message.
- After the processing status is set to "Done", the merchant changes the customer message to "Unread".
- When updating the processing status, if the conversation is unassigned, the system will automatically assign it to the staff member performing the update.
A. Set customer messages as open/completed in bulk
Click the bulk-edit button at the top right of the message list. Check the messages you want to bulk edit and select their processing status.
B. Filter messages by processing status
The "Open/Completed" messages can be selected via the filter above the list.
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