Agent Cannot See the "Email" Column in Dispatcher – What’s Missing?

Users Included on Email Thread

Unread email counts are specific to each user with a connected mailbox included on an email thread. If one user has not opened an email, it will show as unread for them—even if another user on the same thread has already read it. This behavior is reflected in:

• The Unread Email Count column

• The Load > Comms > Email section

Each connected user's unread status is maintained individually based on whether they have opened the email in their mailbox.

Users Not Included on Email Thread

Users not included on the email thread can still view the thread from Load > Comms > Email, provided they have the correct permissions. However, because their mailbox did not receive the email, all emails will appear as read to them.
As a result:

• Unread counts will not include these emails

• The read/unread status is not tracked for these users

Summary
The read/unread status is tied directly to mailbox access. Only users included in the thread with a connected mailbox can track unread status accurately.