The bubble you reflects the number of open conversation, instead of showing the not answered from the team and/or the ones that have new messages. Nowadays, if you've X conversation open, but awaiting response from the visitor ( because he's not online), you keep seeing the same X number in the yellow bubble
Maybe changing the bubble's color or change the number inside.
Hi
The yellow messenger/badge you’re seeing is the launcher’s visual badge — by default, it reflects workspace/UI counts (open conversations or unread message counts) rather than “conversations that currently need a teammate reply.”
The launcher’s colour (yellow) and launcher badge are configurable in Messenger settings, but there is no built-in toggle to show “only conversations awaiting a team response.” You can get the behavior you want with either (A) a simple admin workflow + saved Inbox view (no code), or (B) a custom launcher/widget that computes a tailored count from the Conversations API and replaces the stock badge.
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