What are Conversation Filters?

"Conversation Filters are tools within the Conversations inbox that determine which conversations are displayed based on specific conditions." They help organize conversations, prioritize work, and eliminate manual searching through inboxes.

Key Benefits

The main advantages include:

• Creating focused inbox views based on specific criteria
• Improving team efficiency by reducing noise
• Supporting advanced AND/OR logic for precise filtering
• Managing large conversation volumes scalably

Filters Panel

Users access filtering by clicking the Filters icon (three horizontal lines) on the right side of the screen.

Available Filter Types

The Filter Builder supports these filtering options:

Filter By Assigned - Shows conversations owned by specific users. The "Logged In User" option dynamically applies filters to the current team member.

Filter By Follower - Displays conversations where specified users have follower status for collaboration purposes.

Filter By Mention - Surfaces conversations containing @mentions for specific team members.

Filter By Last Message Direction - Separates conversations by inbound (from contacts) or outbound (from users/automation) messages.

Filter By Last Outbound Message Type - Distinguishes between manually sent and automated messages.

Filter By Last Message Channel - Organizes conversations by communication method: SMS, Email, Calls, Voicemail, Live Chat, WhatsApp, Facebook, Instagram, or GBP.

Filter By Tag - Groups conversations using contact tags for custom categorization.

Filter Conditions and Values