FAQ — New Messages Don’t Move a Conversation Up My List
Switch your list sort to Last activity — that puts the latest real customer or agent messages at the top. If a conversation with new messages isn’t rising, the sort mode is usually the reason, not a sync problem. The other common cause is a pinned group, covered below.
Check what sort your list is using
If you’re sorted by SLA priority or Last contact message, a row may not move to the top for every kind of activity — it depends on the specific sort, not just whether something changed on the conversation.
- Last activity — the latest real customer or agent messages float to the top. Use this when you want message-driven ordering.
- Updated — “last touched” behavior. Updated may move conversations because of status changes, tag changes, channel updates, or other non-message changes.
- SLA priority / Last contact message — ordering follows that specific dimension, so new activity of other kinds won’t reorder the list.
See What is the conversation list? for the full set of sort options.
Is it in a pinned group?
On Active, conversations that are back from a snooze sit under the Unsnoozed heading near the top of the list, below the Needs approval group. Conversations in that group don’t reorder when new messages arrive, so a conversation there can look stuck even though the messages are coming in.
If you’d rather have these conversations sort with everything else, turn off the group:
- Open the sort menu (press
B). - Turn off Unsnoozed first.
Is the conversation Snoozed?
A customer reply on a Snoozed conversation wakes it back to Active automatically. If you don’t see the conversation in Active, check the Snoozed tab specifically.
If it’s still sitting in Snoozed after the customer replied, that’s worth flagging — wake-on-reply should be automatic.