Read Receipts

Seen indicators

There There shows a small blue double check icon next to the timestamp of a reply once the customer has seen it. Hover over the icon to see when that happened.

Email read receipts are an optional feature. They are on by default, and workspace admins can turn them off at any time in Settings, Workspace, Privacy.

The indicator appears in two situations:

1. Email replies. When a customer opens your reply email, the reply is marked as seen.
2. Support bubble conversations. When a visitor views the conversation in the support bubble, your latest reply is marked as seen.

Only your own outbound replies get a seen indicator. Incoming messages from customers are never tracked.

How email read receipts work

Reply emails include an invisible tracking pixel. When the customer's email client loads that pixel, There There records the open and updates the ticket in real time. There There stores only the time of the open. The customer's IP address, location, and device details are not stored.

Accuracy

Email read receipts are a useful signal, not a guarantee:

• Apple Mail Privacy Protection preloads images, which can mark an email as seen even when the customer has not read it yet.
• Customers who block images in their email client will never trigger an open, so a reply can be read without showing as seen.
• Anyone the reply was sent to (including people in CC) can trigger the open.

Support bubble seen indicators do not use a tracking pixel and reflect an actual view of the conversation.

Turning email read receipts off

Email read receipts are enabled by default. Workspace admins can turn them off in Settings, Workspace, Privacy with the "Email read receipts" toggle. Turning the setting off stops the tracking pixel for all email channels in the workspace. Previously recorded seen indicators remain visible.

Since read receipts process information about your customers, you may want to mention them in your own privacy policy.