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Why Isn't A Message I Just Sent At The Top?

The Retention Pro Messaging Center sorts messages by activity rather than simply newest to oldest like most standard inboxes.

In the Messaging Center the inbox will generally sort newer items to the top but the sorting always goes in the following order;

  • New Unread Messages

  • Older Unread Messages

  • Read Conversations with customer activity (replies) and new messages

  • Read Conversations with customer activity (replies) and older messages

  • Conversations with no customer activity (just sent messages with no replies)


The reasoning behind this is that sometimes you may send out 200-300 messages at a time, so if it were set up in a traditional inbox manner of newest to oldest then all “active” conversations would get pushed out of sight the minute a text blast campaign was sent out.

This sorting logic helps prevent delays for customers who are actively messaging your shop. By factoring recent activity into the order, conversations with ongoing back-and-forth stay visible and easy to access, even when you’re sending a large number of outbound messages.

unread

Sometimes, you may notice that newer messages appear below older unread messages in the inbox (as shown above). This is a result of the messaging center's sorting mechanism, which prioritizes unread messages by keeping them at the top of the list until they are opened.

 

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