Filter and Organize Your Conversations

As your inbox grows, filters help you cut straight to the conversations that matter right now instead of scrolling through everything.

Available filters

• Assigned — see conversations by who owns them, or find ones that are unassigned.
• Follower — find conversations a specific team member is following.
• Mention — see conversations where you or a teammate were @mentioned.
• Last Message Direction — separate inbound messages (from the contact) from outbound (from your team).
• Last Outbound Message Type — tell manually-sent replies apart from automated ones.
• Last Message Channel — narrow down to SMS, email, calls, chat, or a specific social channel.
• Tag — show only conversations for contacts with a particular tag.

Combining filters

Each filter uses a condition like "Is" or "Is not" plus a value, and you can combine multiple filters using AND/OR logic — for example, "Channel is SMS" AND "Assigned is unassigned" to find unclaimed text messages specifically.

How filters behave

Filters apply instantly as you set them, and they work alongside sorting and bulk actions, so you can filter down to a group of conversations and then act on all of them at once — like assigning them all to a team member.

Saving filters as a view

If you find yourself using the same filter combination repeatedly, save it as a custom view so you don't have to rebuild it every time — see "Create and Share Custom Conversation Views" for how.