Applies to: All
Overview
Understanding message indicators helps you track both your own message status and customer engagement:
Read/unread indicators show whether you have viewed messages in your inbox
Endear also gives you insight into a customer's engagement with your messages
If a customer views your text messages or email, Endear will indicate it as "opened"
These customer engagement indicators are separate from conversation open/closed status
Understanding Message Status Types
Your Inbox - Read/Unread Messages Messages in your Endear inbox show as read or unread based on whether you have viewed them. Unread messages help you quickly identify new customer communications that need your attention.
Customer Engagement - Text Message Read Receipts When you send a text message through Endear, read receipts show whether your customer has opened and viewed the message on their device. This confirmation helps you know your message reached them successfully.
Customer Engagement - Email Opened Status
For email communications, the opened indicator tracks when a customer has accessed your email. This gives you insight into email engagement and delivery success.
Important Note
Customer read receipts and email opened status are completely independent of whether a conversation is marked as "open" or "closed" in your inbox. A conversation can be closed while still showing recent messages as read by customers. Learn more about open vs. closed conversations here.
Visual Indicators
Open Conversations: Need to be reviewed and closed out
Unread Message: A new customer message to review
Opened Message: The message was read by the customer
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