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.

The tabs and the count on them

The tabs above the list are Open, Resolved, Pending, Snoozed and, for people who can see it, Trash. Pending holds conversations you parked with Mark pending (from the bulk bar above the list, or a rule). Nothing is lost there: Pending shows each one, and "Nothing pending" appears when there are none.

The small number on the tab you are on counts the conversations loaded so far. A plus sign, like 200+, means more are waiting: press Load more conversations. The list shows at most the latest 1,000. When you reach that, the list says so and suggests searching, because search can find older conversations.

Filter the list

• Search looks across the conversations on the tab you are on (Open, Resolved, Pending or Snoozed) as you type. It finds a customer by name, email or phone, typed the way you remember it: first and last name together, without accents, or a phone number with spaces or brackets. It also finds words in the messages. If nothing matches, the message names the tab it searched, so try Resolved or Snoozed: most of a customer's history is usually there.
• 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. If you are an advisor, your list starts on Me, the conversations assigned to you, and Clear brings you back there.

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.