When a new email message is viewed, but not responded to, why doesn the envelope icon always open?
The envelope icon will not open when the Internet Manager reads the email. This is so that an Internet Manager who looks at a lead (and reads the email) can assign it manually to a sales rep – the sales rep will still see the ! + closed envelope icon because the sales rep has not read the email yet. If the sales rep reads the email but does not respond, the envelope icon will open.
