Filters and views
Filter conversations by assignee, channel and tag, sort them, and save the filters you use most as views.
3 min read
The assistant takes dozens of calls overnight, Conversation AI chats on WhatsApp, and the inbox is busy by morning. With filters and saved views everyone focuses on their own work: agents see the hot leads assigned to them, the office assistant sees unassigned conversations, the broker sees buyers at offer stage.
Search
Type a customer's name, phone number or email in the Search box above the list. Search runs within the selected tab; if you can't find a conversation, switch to All.
Applying filters
- Click the filter icon next to the search box. The arrow icon beside it opens sort options.
- Under Assigned, pick a person: a specific agent, unassigned conversations, or the logged-in user.
- Narrow by channel with Last Message Channel (e.g. WhatsApp and calls only).
- Add Last Message Direction (inbound/outbound) and Tag if needed, then click Apply.
| Filter | Use in an estate agency |
|---|---|
| Assigned | Only mine, or unassigned (ownerless) conversations. |
| Follower / Mention | Conversations I follow or was @mentioned in. |
| Last Message Channel | WhatsApp only; calls only. |
| Last Message Direction | Inbound: the customer wrote last and is waiting. |
| Tag | Tags such as hot-lead, seller, international-buyer. |
Tip
Tag = hot-lead + Assigned = logged-in user + the Unread tab is the list an agent should check first thing: the buyers the assistant qualified overnight and left for you.
Sorting
Use the sort menu next to the filter icon to order the list by newest or oldest message. "Oldest first" surfaces customers who have been waiting longest.
Saving a view
If you build the same filter every day, save it as a view:
- Apply the filter and create a new view from the views area above the list.
- Give it a name (e.g. Hot leads – assigned to me).
- Save. The view sits in the list like a tab and updates as new conversations arrive.
Views are private to you by default; admins can share them with the team. In a shared view each user still only sees the conversations they have permission for. A view built with the "logged-in user" filter shows whoever opens it their own conversations, so one view serves every agent.
Note
View and filter options can change with interface updates. If you can't find an option, write to your consultant or our support team.
Suggested views
| View | Filter | Who |
|---|---|---|
| Hot leads – assigned to me | Tag hot-lead, Assigned = me | Every agent |
| Unassigned | Assigned = Unassigned | Office assistant |
| Waiting for a reply | Direction = Inbound, oldest first | Broker, daily check |
| International buyers | Tag international-buyer | English-speaking agent |
Bulk actions
- Hover over the avatar in the list and tick the checkbox; select several conversations.
- Use the icons that appear at the top to mark the selection as read or unread, or add or remove a star.
Manual Actions tab
The Manual Actions tab at the top of Conversations lists manual call and message steps that automations leave for your team (e.g. "The assistant couldn't reach them; an agent should call"). If your scenarios don't include such a step, the tab stays empty.
Related articles
Didn't solve your problem?
Ask the assistant or message our support team.