The list above your conversations has four tools: search, quick filters, advanced filters and saved views. Use them together to find one customer or to build a working list such as "all breached tickets on WhatsApp".
Search
Type in the search box above the list. It looks at the customer's name, phone number (in any format), handle, email, and the words in the conversation. Arabic is matched without diacritics (harakat) or hamza forms, so you don't need to type them exactly.
- 1Search box
- 2Matches
A number also matches a conversation number, so typing 1234 finds Conversation #1234.
While you search, Include resolved and closed is on by default when a status filter would hide them, because the conversation you're hunting for is often a finished one. Switch it off to keep the search inside the statuses you chose. The Queue filter still applies while you search.
Quick filters
Select the filters button (the sliders icon) beside the search box. A badge counts the filters that are on.
| Filter | What it does |
|---|---|
| Status | Choose All, or any mix of Open, Pending, Snoozed, Resolved and Closed. |
| Date range | Switch between Created and Resolved, then pick Today, Last 7 days, Last 30 days or Custom… for a calendar. |
| Needs first response | Open and Pending tickets nobody has replied to yet. It stacks on any status. |
| Queue | Show one queue, or All conversations. Shown if you can view queues. |
| Label | Show tickets carrying one label. |
Active filters show as chips under the search box. Select the × on a chip to remove it, or Clear all. Reset in the panel clears the quick filters. Select Done to close it.
The status, date range, search, queue and unattended settings are written into the page address, so you can copy the link and a colleague opens the same view. Your tab and status choices are also remembered for next time.
Advanced filters
Select Advanced in the filters panel to build your own conditions.
- 1Match all or any
- 2Customer field
- 3Add condition
Select Advanced in the filters panel.
Choose Match all (every condition must be true) or Match any.
Select Add condition. Pick a field, an operator such as is, is not, contains or older than, and a value.
Select Apply.
Fields are grouped as Conversation (status, priority, assignee, label, subject, channel, line, the queue it lands in, language, message text, and the dates opened, last activity, first response, resolved and closed), Customer (phone, email or handle, plus the custom attributes your organisation defines) and Handed over by a bot (handed-over data, the handover reason and tags the bot sent).
While an advanced filter is on, a chip shows Filtered with the number of conditions, and the assignee tabs and search pause with a tooltip saying so. Remove the chip, or select Clear filter, to go back to the basic list.
Saved views
Once an advanced filter is applied, open the saved views button beside the filters button and choose Save current filter…. Name it and save. To use it later, open the menu and select the view. You can rename or delete a view from the same menu. The most you can keep is 50 views.
Only an advanced filter can be saved. If Save current filter… is unavailable, apply an advanced filter first.
Sort
Use Sort by above the list: Latest activity, Recently opened, Oldest first, Priority, Unread first or Waiting longest. A direction button appears for the sorts that can be reversed. Your choice is remembered.
From a report
Report tiles open the Inbox already filtered. For example, the Breached tile on the Overview opens conversations that have passed an SLA deadline. See The Overview and live board.