How do I filter my inbox, and save the filters I use most?

Above your conversation list is a search box and a row of filters. You can combine several filters at once, and save any combination you use often as a named view.

Filter the list

• Search looks across your conversations as you type.
• Channel narrows the list to one channel, like SMS or Web chat, only shows if you have more than one connected.
• Assignee narrows to Anyone, Me, AI · Unassigned, or a specific teammate.
• Team, if your account uses teams, narrows to conversations routed to one team.
• Unread shows only conversations with unread messages.
• Needs human shows conversations the AI has escalated, or where a human has already taken over.

Click Clear, which appears once any filter is active, to reset back to the default list.

Save a view

1. Set up the filters you want.
2. Click Save view.
3. Name it and press Save. It appears as a button above your list from then on, click it any time to jump straight to that combination.

Manage your saved views

Click the settings icon next to your saved views to rename, reorder or delete them.

A saved view looks greyed out and will not apply

A view can reference a specific teammate or team that no longer exists, for example if someone left the team it was built around. That view shows with a line through its name and a reason when you hover over it, and will not apply until it is updated or deleted.