Your mobile app uses a clear, color-coded system to help you stay on top of new leads and incoming messages. This guide explains how notification counts are calculated and what each indicator means inside the app and when totaled on your app badge.
What the App Tile Notification Count Means
The number you see on your mobile app icon represents the total of:
New Lead Threads (orange)
New Lead Threads (orange)
New Replies In Open Threads (blue)
This combined total gives you a quick snapshot of items that need your attention.
New Lead Threads (Orange)
A new lead appears as an orange thread and is counted in your app’s notification total.
How New Threads Work
A thread turns orange when a new lead comes in.
It stays orange—and continues to count toward your notification total—until a human replies to the message.
Your auto-reply does not clear the orange lead state or remove it from your notification count.
This ensures every new lead is seen by your team and receives a real response.
Open Threads With New Replies (Blue)
Once a human reply is sent in a conversation, the thread moves to blue, meaning it is now an open conversation.
How Open Threads Work
When a customer replies to an open thread, a small orange dot appears on the thread.
Each open thread with a small orange dot is counted in your app’s notification total.
When you tap into the thread and view the new message, the dot disappears—and the notification count decreases accordingly.
This ensures you never miss a new customer reply.
How the Notification Total is Calculated
Your mobile app icon shows:
Total Notifications = New Threads (orange) + Open Threads (blue) With Unread Replies
To reduce this number:
Reply to orange lead threads (which turns them to open (blue) and removes them from the “new lead” count).
Open/view blue threads with new replies to clear their dot.