Triage unread enquiries, assign an owner and save team notes

Follow these steps

1. 01

   Open Inbox → WhatsApp. Review bold/unread conversation indicators and use All statuses to select Open, Pending or Resolved.

2. 02

   Use Anyone, Unassigned or a teammate filter to find the responsible queue, then open the conversation.

3. 03

   Read its current messages. Opening it updates the recorded read state; that does not mean the customer has been answered.

4. 04

   Set Status and Owner in the header to reflect the actual next action and responsible teammate.

5. 05

   Expand Add note about user, enter Team notes describing the relevant discussion or next step, and choose Save notes.

6. 06

   Use Customer details & acquisition history for the separate CRM name/qualification fields, then return to the thread to reply when appropriate.

Good to know

• Unread, Open/Pending/Resolved and lifecycle qualification represent different facts.
• Team notes are internal and saved in Audience; they are not sent to the customer.
• The current conversation view records opening as read and displays unread badges. It does not provide a Mark unread again control.
• Assigning a human can affect pending automatic-send eligibility; inspect the actual workflow/reply history when taking over.

If something isn’t working

• Notes say Audience notes unavailable? Refresh and retry when the notes service is ready; do not assume the unsaved text reached the customer profile.
• Owner not listed? Ask the club owner to check team membership and permissions.
• Read badge cleared but work remains? Use Pending and an Owner assignment so the team has a visible triage state.
• Wrong queue seems empty? Clear status/assignment/search filters before assuming the conversation is missing.