Admins and Team Members can see who has seen a particular message and at what time in the Inbox. This makes coordination easy for both team members and admin. It cuts down the guess work involved in figuring out who a particular conversation has to be assigned to and enables the admin to keep a tab on who has seen the message and who has picked it up.
There are two types of read receipts,
For the admin, seeing which team members have read the message is important.
The admin will be able to see those team members who have seen a particular incoming message by an icon of their profile photo placed below every “last read” message.
For a team member, knowing if a user has read a message will help him / her decide if the issue has to be marked as resolved or not.
When a team member replies to a message from the user, he / she is expecting a reply from them. In most cases, once the user's issue is resolved, the user does not get back and the team members are not sure if the issue has to be marked as resolved. Read receipts help team members figure out when a user has read the message. If a team member sees a single gray-colored check mark below their sent message, it means the message is delivered on their server / device. If a team member sees a double blue-colored check mark below the same message, then the recipient (user) has read their message (very similar to read receipts on WhatsApp).