The “Answered” mark: which chats wait for your reply
Corteksa marks a chat “Answered” when the last message is from you, and removes the mark when the client messages you. You can change the mark by hand when the client doesn’t need a reply.
Steps
1
Open the Unanswered filter to see what’s waiting for you.
2
If the client wrote “Thanks” and doesn’t need a reply, press Mark as Answered in its menu.
It leaves Unanswered, and your name and the time of the mark are recorded.
3
To remove the mark if you need to follow up later, press Mark as Unanswered.
When the mark changes automatically
Event
Result
You send a message (from Corteksa or from your phone)
The chat becomes “Answered” and read.
The client sends a new message
The mark is removed.
Old messages arrive when the history loads
The mark doesn’t change. Only the newest message decides the state.
The automatic reply to calls
Doesn’t count as a reply.
Unread versus unanswered
Unread: messages arrived that nobody has read. Unanswered: the team read them, but the last message is from the client and nobody has replied. A chat is never in both at once, so you can work through the two lists in order.
A manual mark is recorded in the audit log with the teammate’s name and the time, and the whole team sees it straight away.
If something goes wrong
What you see
Why
What to do
A chat you replied to is still unanswered
The client sent a message after your reply.
Open it and follow up.
A chat nobody replied to shows “Answered”
A teammate marked it by hand.
Check the audit log to see who marked it.
A real example
Namaa Academy
The situation
The director measures “chats without a reply” every day, and finds dozens of chats whose last message is “OK, thanks”.
What they did
- The team agreed to mark these chats “Answered” by hand.
- The Unanswered filter now holds only the people who really need a reply.
The result
The chats-without-a-reply number on the dashboard became a number they can rely on.
A made-up company, to show the idea. The numbers are rounded.
Good to know
There’s one mark per chat, for the whole team.
Did this guide solve it?
If not, we’ll ask what was missing.