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Grouping conversations with filters and saving folders

Advanced filters let you narrow your conversation list down to exactly the chats you care about. Once you've built a filter you'll use again, save it as a folder so it's always one click away in the sidebar.

Build a filter

Open the filter control at the top of the conversation list. A panel lets you define one or more conditions, each made up of three parts:

  • Type — the attribute to filter on, such as status, assignee, inbox, label, or a custom attribute.
  • Operator — how to compare it: equal to, not equal to, present, or not present.
  • Value — what to match against, where the operator needs one.

Combine several conditions to get precise — for example, conversations that are open, assigned to no one, and carry the VIP label. Apply the filter and the list updates to show only the conversations that qualify.

Save the filter as a folder

With the filter applied and showing the right conversations, choose Save at the top of the conversation list. You'll be prompted to name it — pick something the whole team will understand at a glance, like "Unassigned urgent" or "Awaiting customer."

The saved folder then appears in your sidebar. Selecting it re-runs the filter instantly, so you never have to rebuild it.

Name folders for the work, not the rules

A folder named "Escalations" tells your team what it's for. A folder named "status=open, label=escalated" makes them stop and decode it. Name for the outcome.

Delete a folder

To remove a folder you no longer need, use the delete (bin) control next to it and confirm. This only removes the saved view — it does not delete any of the conversations inside it.

Common questions

Does a folder change as new conversations arrive? Yes. A folder is a live filter, not a fixed list. Any conversation that newly matches the conditions appears in it automatically, and any that no longer matches drops out.

Can my whole team use the same folders? Shared folders are ideal for team workflows — everyone works from the same focused views, so ownership is clear and nothing gets missed.

What's the difference between a folder and a label? A label is a tag you attach to a conversation. A folder is a saved filter that can group conversations by labels and by other attributes like status, assignee, or channel.