On the phone, the number on a card's conversation button counts the new messages waiting there. When an agent replied to feedback and handed its work over right after, the conversation showed both in one message, but the button counted two. It now counts the messages as the conversation shows them, so such a reply and its handover count as one.
A reply and its handover count as one new message
Shared by Daniel Sadilek on October 22, 2026