How sorting works

Sorting decides the order conversations appear in your list, helping your team work the right ones first. ChannelX offers four sort options, each suited to a different way of prioritising.

Latest activity

Puts the conversations with the most recent interaction — a new message or update — at the top, with quieter ones falling below. Use this to stay on top of whatever is actively moving right now.

Creation time

Orders conversations by when they were started, newest first. Because older conversations sink toward the bottom, this view is handy when you want to make sure long-waiting cases aren't forgotten.

Priority

Surfaces the most critical conversations first. The order runs:

1. Urgent
2. High
3. Medium
4. Low
5. Conversations with no priority set

This is the view to use when you need to guarantee the highest-priority issues are handled before anything else. Note that not every conversation has a priority assigned.

Pending response

Ranks conversations by how long they've been waiting on an agent. Those waiting longest appear at the top, shorter waits follow, and conversations not awaiting a reply sit at the bottom. This keeps unattended conversations visible and helps shrink response times.

Match the sort to the moment

Use pending response during busy hours to clear the backlog fairly, priority when severity matters more than wait time, and latest activity when you're actively trading messages across several conversations.