Filters and saved views

Pick a folder

The inbox panel holds the folders Mine, Mentions, Unassigned and All, plus a folder for your AI bot when an inbox has an active bot. Below them come the sections Teams, Teammates, Labels and Views, each one once there is something in it. Click a folder to list its conversations. Agents whose role limits them to their own conversations see only Mine and Mentions. Inbox folders explains what each one holds.

On large screens the panel sits next to the list. On smaller screens it is hidden: open it with the panel button at the top left of the list (Show inbox panel).

Filter by status

The first menu under the folder name sets the status. It starts on Open & Pending. The choices are:

• Open & Pending
• Open
• Pending
• Snoozed
• Resolved
• All statuses

The status you pick stays when you switch to another folder. What Snoozed means is in Snooze conversations.

Sort the list

The menu next to the status menu orders the list by the latest activity:

• Newest first: the conversations with the most recent activity at the top. This is the default.
• Oldest first: the conversations with the oldest activity at the top.

Search

Click the magnifying glass next to the folder name (Search conversations) and type. The list shows the conversations of the folder and status you have open that match the contact's name or email, the subject, the text of a message or a number like #93. Press Esc or click the cross to close the search. Search conversations shows how the matches are highlighted when you open a result. To search from anywhere in the dashboard, use the command bar.

Save a view

1. Pick the folder, status, sort order and search you want to keep.
2. Click Save view at the right end of the bar with the status and sort menus.
3. Type a name under Name this view, for example "Urgent and unassigned", and click Save view.

The view appears under Views in the inbox panel. A click on it brings back the folder, status and search you saved, and the sort order when you saved Oldest first. Save view shows once the list differs from the plain All list, and it is hidden while you look at a saved view you have not changed.

Next to each view is the number of conversations that match it, counted with the view's own status (open and pending when it has none). A view that contains a search shows no number, and only your first 10 views get one.

Rename or delete a view

Point at the view in the inbox panel and click its menu button (the three dots). Pick Rename to give it a new name, or Delete and confirm to remove it. Deleting a view leaves the conversations in it as they are.

Work on several conversations at once

Point at a conversation in the list and tick the box that appears in place of the contact's picture, or tick the box at the start of the bar (Select all). The bar turns into bulk actions: Resolve and Assign to me as buttons, and in the menu with the three dots (More actions) the options Set to pending, Reopen, Unassign, Mark unread, Mute or Unmute, and Delete. One action can change up to 500 conversations. All actions except Delete need the role permission Manage conversations (assign, resolve, reopen), and Delete needs Delete conversations.

Frequently asked questions

Are saved views shared with my team?

No. Views are personal: each person sees only the views they saved.

Which plans include saved views?

The Startup, Business and Enterprise plans. On the Hacker plan Save view shows a lock, and pointing at it says which plan has saved views.

Can I change the filters of a saved view?

Open the view, change the status, sort or search, and click Save view to save the result as a new view. Then delete the old one from its menu in the inbox panel.

Why don't I see Save view?

It shows only when the list differs from the plain All list, so pick a folder, status, sort or search first. Agents whose role limits them to their own conversations can't save views.

Can I filter by inbox, channel, priority or custom attributes?

Not in the conversation list. You narrow it with the folders (teams, teammates and labels among them), the status, the sort order and the search.

Why is a conversation missing from my list?

Check the status menu. The list starts with Open & Pending, so snoozed and resolved conversations only show under their own status or All statuses. A search or a folder narrows the list as well.

Can I bookmark a filtered list?

Yes. The folder, status, sort order and search are part of the page address, so a bookmark opens the same list.

Do my status, sort and search stay when I switch folders?

Yes. They stay as they are when you click another folder. Opening a saved view is the exception: it brings its own status and search.