Mark conversations as unread

My team and I would greatly appreciate this feature!

There are often times when I will tell a customer, “one moment while I check your account,” but I forget to get back to them since the last message was sent by me. I would love to be able to mark those conversations as unread, as a reminder for myself that the customer is still waiting on me. 

Would be a huge help! 

Hello ​@LukaP , ​@Missy Gonzalez , ​@Jordan Thomas 👋,
 

Have you considered using SLA (Service Level Agreement) workflows to solve this instead?
 

While an "Unread" button is a manual reminder, configuring an SLA allows Intercom to do the heavy lifting for you. By setting a "Teammate Response" target and sorting your Inbox by "Next SLA," those customers waiting for a follow-up will automatically stay at the top of your queue.
 

Give SLAs a try—once configured, your team will never miss a conversation again. It is a much more robust way to manage account check-ins than a simple unread toggle.
 

Have a Londonful day ahead 💂
 

Cheers,

Roy 🇬🇧

Hi ​@Roy and thanks for your reply here!

I appreciate the suggestion, but I don’t believe this will work for my use-case. I am often chatting with multiple customers simultaneously and want my inbox to remain sorted by ‘Last Activity’. 

This is less about a follow-up reminder and more about marking a conversation as unfinished in real-time while multitasking. Currently, I am using the ‘Mark Priority’ feature but I believe a ‘Mark as Unread’ feature would be best for this.

Hii Luka! Reina from the Dublin technical team here!

So sadly there's no mark-as-unread option right now. Roy's SLA suggestion is a good one actually for follow-up reminders, but as Missy pointed out, it doesn't cover the real-time multitasking scenario where you just need a visual nudge that a conversation isn't done yet. Mark as priority works as a stand-in for now, but it's not quite the same thing. So this would have to be a feature request!