Efficient communication is a cornerstone of customer relationship management. The "Mark as Read" feature within CRM workflows simplifies message management by automatically marking outbound messages as read. This ensures your inbox remains uncluttered, enabling you to focus on what matters most—responding to customer inquiries.
In this guide, we'll walk through enabling and understanding the "Mark as Read" feature and how it impacts your workflows and conversations.
To get started, navigate to the Automation section of your CRM, in the Workflows tab select the specific workflow you wish to edit.
To locate the "Mark as Read" option open the workflow's Settings tab, scroll to the Conversations section, and find the toggle for "Mark as Read."
Enabling the "Mark as Read" feature in your workflows impacts your conversations in several key ways:
Only Affects Outbound Messages: Messages sent through workflows are automatically marked as read in your inbox, helping to minimise inbox clutter and improve efficiency.
Customer Replies Remain Highlighted: Any unread replies from customers stay marked as unread, ensuring critical interactions are not overlooked.
Improved Focus on Relevant Conversations: By auto-marking workflow messages as read, your attention is directed toward conversations that need immediate action or responses.
This feature operates effectively in the background and does not affect your response rates or engagement metrics. It’s designed to support better organisation without compromising performance.
Workflow Not Marking Messages as Read: Ensure the "Mark as read" option is enabled in the workflow settings. If it's enabled and messages are still showing as unread, check if there are any unread customer replies in the conversation.
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.
