Inbox: Show total and unreplied counts on Custom Inboxes and Lifecycle folders
N
Naima Waseem Chaudhry
Business Problem:
Custom Inboxes and Lifecycle stage folders currently show only the total count of open conversations next to the folder name. There is no visibility into how many of those conversations are still awaiting a response.
The Unreplied toggle can filter within a folder to surface those conversations, but it doesn't show a count at the folder level — so teams have to click into each folder and toggle the filter to gauge their unreplied backlog. For high-volume teams, this makes it hard to spot which queues need attention without navigating folder by folder.
Desired Outcome:
Display both a total conversation count and a pending (unreplied) count next to each folder name in the inbox sidebar.
For example: 100 / 90 — where 100 is the total number of conversations in the folder, and 90 is the number still waiting for a response.
This should apply to Custom Inboxes and Lifecycle stage folders. A dual-count display at the folder level would let teams monitor workload distribution, spot response backlogs at a glance, and prioritize queue management without navigating into each folder individually.
N
Nabilah Binti Salleh
Merged in a post:
Unread Conversation Counter for Custom Inboxes
D
Dany Créditos
It would be very helpful if Custom Inboxes could display an unread or pending conversation counter, similar to the counters currently available in Standard and Team Inboxes.
Custom Inboxes are especially useful for separating conversations by channel, team, assignee, or other filters. However, there is currently no quick way to know how many conversations inside a Custom Inbox require attention without opening and reviewing the inbox manually.
Ideally, each Custom Inbox could display:
The number of conversations with unread messages.
The number of unreplied conversations, if possible.
A counter that updates automatically as new messages arrive or conversations are answered/read.
The counter should respect the filters configured for that Custom Inbox, including both assigned and unassigned conversations.
For example:
Main WhatsApp Channel — 12 unread conversations
This would be especially useful for businesses managing multiple WhatsApp channels, as it would allow supervisors and agents to immediately identify which inboxes require attention without having to check each one individually.
ابراهيم المريسي
I want him to respond to all conversations on WhatsApp