What the number on Messages means.

It counts the conversations where a customer has texted and nobody on your team has opened the conversation since. It shows what nobody has seen yet, not what still needs an answer, so a customer who wrote "Thanks, see you Tuesday" stops counting once someone reads it.

Steps

1. Open Messages.
2. At the top of the list, click Unread to see only the conversations nobody has opened yet. The number beside it shows how many are waiting. Click All to see every conversation again.
3. Unread conversations have a red dot, the name in bold and an Unread tag. Click one to read it. The tag goes away and the number drops by one.
4. When every conversation has been opened, the Unread tab tells you everything here has been read.

Good to know

Read status is shared by the whole team. When anyone on your team opens a conversation, it counts as read for everybody.

A conversation becomes unread again the next time that customer texts you.

Only opening the conversation in Messages clears it. Texting the same customer from a job or a call does not.

When more than 99 conversations are waiting, the menu shows 99+.