The Retention Pro Messaging Center automatically 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;
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New Unread Messages
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Older Unread Messages
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Read Conversations with customer activity (replies) and new messages
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Read Conversations with customer activity (replies) and older messages
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Conversations with no customer activity (just sent messages with no replies)
The reasoning for 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 would leave customers that are actually responding waiting for a very long time for the shop to read/respond. When activity is factored into the sorting it allows those active conversations to be more visible even when messages are sending out.
Sometimes you may see things like above, where there are newer messages below older unread messages. This is also due to the messaging center sorting, it will keep unread messages at the top of the listing for as long as they are unread.
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