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Conversation filters

Filters let you cut a crowded inbox down to just the conversations that matter right now. You can combine several criteria, and use AND and OR operators to build as precise a query as you need.

What you can filter by

  • Conversation status
  • Assigned agent
  • Inbox
  • Team
  • Conversation identifier
  • Labels
  • Campaigns
  • Created at
  • Last activity
  • Browser language
  • Country
  • Referrer links
  • Any custom attributes defined on your account

Filtering conversations

  1. Click the filter icon at the top of the conversation list.
  2. In the dialog, choose a filter type, an operator (equal to, not equal to, present, not present), and a value. Add it.
  3. Add more conditions if you need them, combining them with AND/OR.
  4. Click Submit. The list updates to match your query.

Example

To find every conversation resolved by the agent Fayaz:

  1. Set Status equal to Resolved.
  2. Add Assignee Name equal to Fayaz.
  3. Submit. The list now shows only Fayaz's resolved conversations.

You can stack as many conditions as you like to build complex queries.

Clearing filters

To return to the full list, click Clear Filters.

When to save a filter as a view

If you find yourself rebuilding the same filter every day, it's a sign that query should become a saved view or a custom folder — far quicker than reconstructing it each time.