---
title: Keep your Conversations inbox organised
description: "Use unread markers, stars and filters to keep track of customer conversations and find messages that need your attention. Agree a simple approach with your team so everyone understands how these tools are being used. #### Before you start You’ll…"
url: "https://www.infinity3.co.uk/help/keep-your-conversations-inbox-organised/"
updated: "2026-10-07"
category: "Infinity3 Platform / Email & Conversations"
---

# Keep your Conversations inbox organised

Use unread markers, stars and filters to keep track of customer conversations and find messages that need your attention.

Agree a simple approach with your team so everyone understands how these tools are being used.

#### Before you start

You’ll need:

- Access to **Conversations** in your Infinity3 account.
- Customer conversations available in your inbox.

The conversations you can see and manage depend on your permissions.

#### Find unread conversations

1. Log into the Infinity3 Platform at app.infinity3.ai.
2. Open **Conversations**.
3. Select the **Unread** view.
4. Open a conversation and review the latest messages.

Unread status helps you find messages that haven’t been read. It does not necessarily mean that nobody has replied or that the enquiry is still outstanding.

#### Mark a conversation as unread

If you’ve opened a conversation but need to return to it later:

- Select the conversation.
- Find the **Mark as unread** action in the conversation controls.
- Return to the **Unread** view when you’re ready to follow up.

Use this as a reminder to revisit the conversation. It does not assign responsibility to a team member.

#### Star an important conversation

Stars help you keep important conversations easy to find.

1. Find the conversation you want to highlight.
2. Click its **star icon**.
3. Select the **Starred** view to find it again.

Click the star again when you no longer need to highlight the conversation.

For example, your team might use stars for enquiries awaiting a decision or customer questions that need further investigation.

#### Filter your inbox

Filters help you focus on a smaller group of conversations.

1. Open **Conversations**.
2. Select the **filter icon**.
3. Choose the conditions you want to use, such as communication channel or assigned team member.
4. Review the matching conversations.

A channel filter is based on the conversation’s most recent message. A conversation with earlier emails may therefore appear under another channel if its latest message was sent there.

Clear your filters when you want to return to a wider view.

#### Mark reviewed conversations as read

If you’ve reviewed a conversation and no longer need it in your unread list:

1. Select the conversation.
2. Use the **Mark as read** action.

Marking a conversation as read changes its inbox status. It does not send a reply or confirm that the customer’s enquiry has been resolved.

#### Build a simple team routine

A useful starting point is to:

- Review unread conversations regularly.
- Check who is responsible before replying.
- Star conversations that need further attention.
- Remove stars when follow-up is complete.
- Clear filters before checking whether a conversation is missing.

#### Things to know

- Unread markers and stars help organise conversations; they do not replace clear team ownership.
- An active filter can hide a conversation from your current view.
- Avoid deleting a conversation simply to tidy the inbox, as it may contain useful customer history.

If a conversation appears to be missing, clear your filters, search for the customer and check your access permissions.

If you still can’t find it, contact Infinity3 with the customer’s name, email address and details of the missing conversation.