Legend for Incoming Messages

What the Icons Mean At Incoming Messages

When you receive a message in your inbox, whether that is a chat or an email message, you'll see some icons at the bottom of each message within the conversation. Let's see what the icons mean for each message type: 

Chat Message 

For an incoming chat message, here are the different icons you might see: 

1. You'll see the exact date when the message was sent. 
2. You'll see that it is a chat message and not an email. 
3. You'll see whether the sender of the chat message was authenticated or not. If they were authenticated, the shield icon will be grey, if they are not authenticated, it will be red. 
   1. Authenticated sender of the chat message means that they were logged in to your platform. Therefore, you were able to identify them based on their customer data. 
      
   2. Not authenticated means that the sender of the chat message was not logged in to your platform, therefore, we weren't able to identify them fully by their customer data. 
      
4. If you hover over to the Chat icon under the incoming message, you'll see even more information about the message. 
   1. The exact date the message sent
   2. The website they were coming from when sending the message
   3. Whether it was a chat or an email message
   4. Whether they were authenticated or not. 

Email Messages

For an incoming email message, here are the different icons you might see: 

1. You'll see the exact date when the message was sent. 
2. You'll see that it is an email and not a chat message. 
3. You'll see whether the sender of the email message was authenticated or not. If they were authenticated, the shield icon will be grey, if they are not authenticated, it will be red. 
   1. The authenticated sender of the email message means that the email address from which the message was sent passed the SPF and DKIM tests. Therefore, it is a safe and valid email address from the person sending the message. 
      
   2. Not authenticated means that the sender of the email message did not set up the SPF or DKIM correctly. Therefore, the email address might not be as trustworthy. Please note that it does not necessarily mean that the sender is not a real person sending you the email.
      
4. If you hover over to the Email icon under the incoming message, you'll see even more information about the message.
   1. The exact date the message sent
   2. Whether it was an email or a chat message
   3. Whether the email address passed the SPF and DKIM tests or not.