Inbox
Views and filters
Use the Mine, Queue, All and Closed views, filters, sorting and search to find the conversations that need you.
The top of the inbox list has four views, a set of filters, a sort order and a search box. Together they narrow the list to the conversations you need to work on. Each view shows a count, which also takes your filters into account.
The four views
Only one view is active at a time. The inbox opens on Mine.
| View | What it shows | Sorted by default |
|---|---|---|
| Mine | Conversations you've taken over or been assigned, until they're closed | Waiting longest |
| Queue | Conversations handed to the team that nobody has taken yet | Waiting longest |
| All | Every conversation, whatever its status | Newest activity |
| Closed | Finished conversations | Newest activity |
Mine
Your own work. A conversation lands here when you take it over, reply to it, or someone assigns it to you. It stays here until it's closed. If Mine is empty, you'll see "Nothing on your plate". Check the queue for customers waiting on a person.
Queue
Customers waiting for a person. A conversation enters the queue when the agent hands it to the team, or when a teammate puts it back without an owner. Each one shows how long it has been waiting, for example "Waiting 12m". If the queue is empty, you'll see "Nobody is waiting", meaning your agent is handling everything right now.
All
Everything, including conversations the agent is handling on its own. Use it to keep an eye on what the agent is saying, or to find an older conversation.
Closed
Conversations that are finished, whether a teammate or the agent closed them. If a customer writes again after a conversation is closed, a new conversation starts.
What each row tells you
Each conversation in the list shows the customer's name, the channel, a preview of the last message and who sent it (You, AI, or a teammate's name), and a status badge. Some rows also show:
- AI is replying… The agent is writing an answer.
- No AI reply yet The agent should have answered by now but hasn't. Open the conversation and consider taking it over.
- Your turn · 5m You own the conversation and the customer has been waiting 5 minutes for your reply.
- Waiting on Sam · 5m A teammate owns it and the customer is waiting for them.
- Draft You have an unsent reply in this conversation.
Filters
Click Filters to open them. You can pick several options in each one. To remove them all, click Clear filters.
- Connected accounts. The specific accounts a conversation arrived on, such as one Facebook Page or one WhatsApp number. Leave it empty to include every account.
- Channel. The platform: Web, Telegram, Messenger, Instagram, WhatsApp, Slack or Playground. Choose Playground to see only your team's test sessions.
- Last activity. A date range. It filters on when the conversation last had a message, not when it started.
Who owns a conversation and its status are set by the views, not the filters.
Sort
Choose a sort order from Sort:
- Waiting longest. Conversations that are owed a reply come first, starting with the customer who has waited longest. This is the default for Mine and Queue.
- Newest activity. The most recently active conversations first. This is the default for All and Closed.
- Oldest activity. The least recently active conversations first.
Search
The search box, Search people and handles, finds conversations by the person, not by what was said. It searches:
- Customer names
- Email addresses of linked leads
- Channel handles, such as an Instagram username
- Thread IDs
Search doesn't look inside messages. To find a conversation about a topic, search for the customer instead, or narrow the list with filters.
Search and filters work together with the current view. For example, choose Queue, filter Channel to WhatsApp, and you'll see only WhatsApp customers waiting for a person.