This guide explains the numbered badges in the Case Management sidebar and header, including exactly what each number counts.
It does not cover opening and clearing bell notifications; see The Notification Centre for that.
Sidebar badges
Only items with a number greater than zero show a badge.
Inbound referrals counts all non-deleted referrals in pending status for your organisation. It matches the work awaiting review; it is not an unread count.
Client cases currently has no working count and therefore does not show a badge.
Messages counts unread email and text conversations, not individual reply messages, when your organisation has messaging switched on. WhatsApp is excluded because it has its own header indicator.
My tasks counts your pending tasks that are overdue, due today, or have no due date. Future tasks do not count.
Clinical Systems counts pending and failed file-back work. It includes both the current file-back queue and older clinical sends mirrored into Case Management, without double-counting the same item.
There are no sidebar badges on Home, Lists, Households, Calendar, Dashboard, Services, Forms, My organisation or Feedback.
Header unread counts
The Notifications bell counts unread notifications that are visible to you. It excludes client reply notifications because replies belong in the messaging indicators.
The Messages header icon uses the same unread email-and-text conversation count as Messages in the sidebar. The compact header icon shows 9+ rather than a larger number; the sidebar shows the full count.
The WhatsApp header indicator is separate from the sidebar and message-envelope counts.
Some navigation items only appear when the feature is available. For example, Lists depends on your organisation's lists setting, while Calendar depends on its calendar setting.
When the numbers refresh
The sidebar, bell and message count check for changes about every 30 seconds. Relevant actions also request an immediate refresh, such as retrying or clearing a clinical attempt.
A badge can therefore remain unchanged briefly after another staff member acts. The number also belongs to the organisation shown under your name; switching organisation replaces all the counts.
When a number looks wrong
Wait up to 30 seconds, then reload the page.
Open the relevant page and compare like with like. Inbound referrals means pending referrals, Messages means unread conversations, and My tasks includes overdue and undated pending work.
Clear any search, tab or page filter. A sidebar count can cover more work than the filtered list currently in front of you.
For Clinical Systems, remember that the count includes both pending and failed items and can include older mirrored sends.
Check the organisation name under your name in the top-right corner.
If the discrepancy remains after a reload, select Help & Support and describe the badge, the page count and any filters you used.
Do not use a badge alone as proof that work succeeded. Open the relevant page and check the row or conversation.