Overview
The Unaddressed Inbox setting allows admins to control how inbound messages are flagged and prioritized in the Inbox.
This setting changes Inbox behavior, not notification delivery, and helps teams ensure inbound messages don’t go unnoticed—especially in collaborative environments.
Why This Setting Exists
Unread indicators work well for individuals managing their own cases, but they can be confusing when:
- Multiple operators collaborate on cases
- Supervisors review other users’ inboxes
- Teams provide coverage for one another
Unaddressed solves this by making message status shared and action-based, rather than view-based.
Who Should Use Unaddressed
Unaddressed is best suited for:
- Teams that collaborate on cases
- Supervisors monitoring multiple inboxes
- Coverage models with Primary and Secondary operators
- Environments where timely responses are critical
It may not be ideal for:
- Single-owner case workflows
- Teams that rely heavily on personal inbox management
Where to Configure Unaddressed
Admins can configure this setting in the web app:
Admin → Organization → Inbox Notifications
How the Setting Works
Default Behavior (Beta)
- The Inbox behavior defaults to Unread
- The setting is locked by default
- End users can see the setting in their profile but cannot change it
This ensures no behavior changes occur automatically.
Enabling Unaddressed
To allow use of Unaddressed:
- Unlock the Inbox Notifications setting
- Select Unaddressed
- Save your changes
Once unlocked, users can switch between Unread and Unaddressed—unless the admin re-locks the setting.
Locking the Setting
Admins can:
- Lock the Inbox to Unread
- Lock the Inbox to Unaddressed
When locked:
- Users cannot change their individual preference
- The selected behavior applies consistently across the organization
What Clears Unaddressed
Unaddressed is cleared when:
- A human sends an outbound message
- A scheduled message is created
Unaddressed is not cleared by:
- Automated messages
- Out of Office messages
- Activity-based system messages
Beta Notes
- Unaddressed is currently in beta
- Insights and reporting are not yet available
- Feedback during beta will inform the GA release
Best Practices
- Pilot Unaddressed with collaborative teams first
- Unlock the setting during beta to gather feedback
- Lock the setting once a preferred workflow is established
- Train teams on the difference between Unread and Unaddressed