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Unread, Snoozed and Resolved behave differently from each other in the VGraple CRM inbox: Unread is a filter that ignores status entirely, Snoozed hides a conversation until a timer passes, and Resolved is an actual status a conversation sits in until reopened. This article explains how each one works and how they interact.
Unread, snoozed and resolved: first 5 of 11 steps
- 1Open the Unread tab
- 2A conversation leaves this tab
- 3Mark something unread on purpose
- 4Open the conversation
- 5Pick a duration
Before you start
- All three are available on every plan, with no setting required to turn them on; they are core inbox behaviour.
- Resolving or reopening a conversation needs the "Resolve conversations" permission (
inbox:resolve); snoozing needs the "Send messages" permission (inbox:send). Marking unread needs no special permission beyond ordinary inbox access. - These states are shared across your whole team, not personal to each agent; if you resolve a conversation, it shows resolved for everyone, and if a teammate reads it, it clears as unread for everyone too.
- The same rules apply across every channel the inbox supports (WhatsApp, Instagram, Messenger, web chat), not WhatsApp alone.
Steps
Understand Unread
- Open the Unread tab in the inbox sidebar. It shows every conversation with unread messages or a manual unread flag, regardless of whether that conversation is open, escalated or resolved.
- A conversation leaves this tab the instant someone reads it, whether from the web app or the Android app, since the inbox is shared across your whole team rather than personal per agent.
- Mark something unread on purpose by hovering a row that is not already unread and clicking the small envelope icon that appears; this is useful as a personal reminder to revisit a conversation later, shown as a small dot rather than a numbered badge.
Snooze and unsnooze a conversation
Open the conversation you want out of your active view temporarily and click the Snooze button in its header.
Pick a duration: 1 hour, 3 hours, Tomorrow morning, or Next week.
The conversation disappears from every tab except Snoozed the moment you confirm, and reappears automatically wherever its actual status puts it once the timer passes; nothing further needs to happen for it to come back.
Unsnooze early by opening the same dropdown from the Snoozed tab and choosing to clear it, if you want the conversation back in your normal view before its timer runs out.
Resolve and reopen a conversation
Open the conversation and click Resolve in its header once you consider it handled.
Its status changes to Resolved. It leaves the Open tab, appears in the Resolved tab, and (if CSAT surveys are turned on) can trigger a rating request sent to the customer.
Reopen it manually with the Reopen button shown on a resolved conversation, if you need to return to it yourself.
A customer reply reopens it automatically. Any new inbound message on a resolved conversation flips it back to Open without anyone needing to click Reopen, so the customer is never met with a thread that silently ignores them.
Why Unread crosses statuses instead of being its own status
Many inbox tools model "unread" as just another status alongside open and closed, which sounds tidy but breaks the moment a resolved conversation gets a late reply from the customer: it becomes unread and resolved at the same time, and a status-only model has no way to represent that cleanly. VGraple CRM follows the same approach WhatsApp itself and Meta Business Suite use: unread is a filter layered on top of status, not a replacement for it, so a conversation can be open-and-unread, resolved-and-unread, or escalated-and-unread, and the Unread tab shows all of them together regardless of which status each one is actually in.
Example
A clinic resolves a patient's WhatsApp conversation after confirming their appointment. Two days later the patient replies asking to reschedule. The conversation flips back to Open automatically and also becomes unread, showing up in both the Open tab and the Unread tab at once, so whichever tab an agent happens to be working from, the message is not missed.
Snoozed works differently again: rather than layering on top of status like Unread does, it temporarily removes a conversation from view altogether, on the assumption that "I will deal with this later" is a different need than "this needs attention across every status." That is also why snoozing does not change a conversation's actual status underneath; a snoozed conversation that was open stays open the whole time, it is simply hidden from the Open tab until its timer passes.
What you will see
The Unread, Snoozed and Resolved states each affect visibility differently: Unread narrows the list without hiding anything permanently, Snoozed removes a conversation from every other tab until its timer passes, and Resolved is a genuine status change reflected in the conversation's record, visible in the Resolved tab and to anyone who filters by it. All three update live across every teammate's screen the instant they change, whether triggered by an agent action or, for reopening, a customer's own reply.
Settings and options
| State | Type | Cleared by |
|---|---|---|
| Unread (automatic) | Cross-status filter | Opening the conversation, from any device |
| Unread (manual flag) | Cross-status filter | Opening the conversation, or hovering and clicking the icon again |
| Snoozed | Temporary visibility hold | The chosen timer passing, or manually clearing it early |
| Resolved | Actual conversation status | Clicking Reopen, or a new inbound message arriving |
| Snooze durations | 1 hour, 3 hours, Tomorrow morning, Next week | Fixed presets, no custom duration |
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| A conversation is stuck showing unread even after I read it | A teammate on another device may have marked it unread again after you read it | Check with your team, or clear the manual unread flag from the row |
| A snoozed conversation is nowhere to be found | It only appears in the Snoozed tab while its timer is active; check that tab specifically | Open the Snoozed tab, or wait for the timer to pass and check the tab matching its actual status |
| I resolved a conversation but it reopened on its own | The customer sent a new message, which reopens a resolved conversation automatically | This is expected; reply to the new message as normal |
| The Reopen button is missing on a resolved conversation | Your role lacks the inbox:resolve permission | Ask an Owner, Admin or Supervisor to reopen it, or to grant you the permission |
| A conversation I snoozed for "Tomorrow morning" came back sooner or later than expected | That preset targets roughly sixteen hours out from when you snoozed it, not a fixed clock time | Use "1 hour" or "3 hours" if you need a more precise short window |
Related reading
Resolving triggers CSAT surveys if you have them turned on, and the Unread tab works well alongside SLA targets and alerts to catch anything sitting too long before a first reply.