How do I filter, sort and star conversations?

Filters narrow your inbox to just the conversations you need to work right now, such as unanswered texts or every message tagged "Hospital Referral". Sorting and stars help you put the most urgent conversations at the top.

Open the filters

1. Go to Conversations.
2. Click the Filters icon (three horizontal lines) above the conversation list. The Filters panel opens on the right.
3. Choose a filter type, a condition (Is or Is not) and a value.
4. Add more rules if needed. The inbox updates as soon as you apply them.

Filter types you can use

• Assigned: conversations owned by a specific user. Choose Logged In User to always mean whoever is signed in.
• Follower: conversations a user follows without owning.
• Mention: conversations where a user was @mentioned in an internal comment.
• Last Message Direction: Inbound (the contact wrote last, so they are waiting on you) or Outbound.
• Last Outbound Message Type: sent Manually by a person or Automated by a workflow.
• Last Message Channel: SMS, email, calls, voicemail, website chat, Facebook, Instagram, Google Business Profile and more. You can pick several.
• Tag: conversations with contacts who have a certain tag.

Combine rules with AND / OR

• AND means every rule must be true.
• OR means any rule can be true.

You can also group rules and set AND / OR between the groups. Example: "Assigned is Logged In User AND Last Message Direction is Inbound" shows every conversation waiting on your reply.

Sort the list

Click the sort icon (up and down arrows) and choose an option:

• Latest All Messages or Oldest All Messages.
• Latest Manual Messages or Oldest Manual Messages, which ignore automated messages. Oldest Manual is a good way to find contacts nobody has personally reached out to in a while.
• Longest SLA Overdue and Next SLA Target, if your account uses response time goals.

Star important conversations

Click the star in the conversation list or inside a conversation. Find all starred conversations in the Starred tab.

Act on several conversations at once

Check the box to the left of each conversation. A toolbar appears with Mark as Read, Mark as Unread, Add Star, Remove Star and Delete.

Warning: deleted conversations cannot be recovered.

Common questions

• Are my filters saved? No. Filters reset when you leave the inbox. To keep a filter set, save it as a Conversation View.
• What is the difference between Assigned and Follower? Assigned is the owner of the conversation. Followers are added so they can see and help.

Have a question about your own account? Submit a ticket and our team will follow up.