I've read a text – why am I still seeing a badge count/notification?

Understand what unreplied conversation indicators mean and how to keep your Captivated inbox organized.

Captivated uses unreplied indicators and badge counts to help you quickly identify conversations that may still need attention.

If a conversation is marked as unreplied, Captivated is indicating that the customer has sent a message and the conversation is still waiting for action from your team.

What Should I Do With an Unreplied Conversation?

When you see an unreplied conversation, determine whether it still requires a response.

You should either:

1. Respond to the customer if the conversation still needs attention.
2. Complete the conversation if no additional response is needed.

Learn more about completing conversations.

Not every customer message requires a response. If the conversation is finished, complete it rather than leaving it active and unreplied.

Keep Your Conversation List Organized

It’s normal to have some active and unreplied conversations throughout the day.

However, a large number of older unreplied conversations can make it more difficult to identify customers who are actually waiting for a response.

Regularly completing finished conversations helps your team:

• Keep the conversation list manageable.
• Quickly identify customers who still need attention.
• Reduce clutter from older conversations.
• Avoid overlooking new or time-sensitive messages.

Find Unreplied Conversations

You can filter your conversation list to quickly find conversations that are still waiting for action.

1. Open Conversations.
2. Open the conversation filter.
3. Select Active.
4. Choose Unreplied.

Review the results and either respond to the customer or complete conversations that no longer require action.

Learn more about filtering and searching conversations.

Why Is My Badge Count So High?

If you notice a high badge count next to Conversations or in the Captivated mobile app, you may have older conversations that were never responded to or completed.

Use the Unreplied filter to work through the list and determine which conversations:

• Still need a response.
• Can be completed.
• Need to be transferred to another team member or Queue.

Best Practice: Treat your unreplied count like an inbox that needs attention. You don’t necessarily need to reach zero at all times, but older conversations shouldn’t remain unreplied simply because they were never completed.

Need Help?

If your unreplied count doesn’t appear accurate or you need help managing your conversations, contact Captivated Support using the in-app Support option or text [phone].