Saved Filters
As your conversation volume grows, you will spend more time searching for specific types of conversations. Saved filters let you define a set of criteria once and apply them with a single click -- so you never have to rebuild the same search again.
What Are Saved Filters?
A saved filter is a reusable set of search criteria that narrows your conversation list to exactly what you need. Instead of manually selecting status, channel, priority, and other options every time, you save your preferred combination and give it a name.
For example, you might create a filter called "Urgent WhatsApp -- Unresolved" that shows only open WhatsApp conversations with urgent priority. Or "My High-Priority This Week" to see everything assigned to you with high or urgent priority from the past seven days.
Saved filters appear in your left sidebar under the Filters section, right alongside your queues. Clicking one instantly applies the criteria without interrupting your workflow.
Creating a Saved Filter
- Open the Inbox and click the Filters button at the top of the conversation list.
- Set the criteria you want (see Filter Criteria Options below for all available options).
- Once your criteria are set, click Save Filter.
- Give your filter a descriptive name (for example, "Escalations This Week" or "Instagram -- Needs Reply").
- Click Save.
Your new filter appears in the sidebar under Filters and is ready to use immediately.
You can save as many filters as you need. There is no limit on the number of saved filters per account.
Filter Criteria Options
When building a saved filter, you can combine any of the following criteria. The more criteria you add, the narrower your results.
Status
Filter conversations by their current lifecycle stage.
| Status | What It Shows |
|---|---|
| Open | Active conversations that have not been resolved |
| Resolved | Conversations marked as complete |
| Snoozed | Conversations that have been deferred for later |
| Pending | Conversations waiting for a customer response or internal action |
Channel
Show conversations from one or more communication channels.
| Channel | Description |
|---|---|
| WhatsApp Business messages | |
| Email threads | |
| Instagram Direct Messages | |
| Web Widget | Website chat conversations |
You can select multiple channels at once. For example, selecting both WhatsApp and Instagram shows conversations from both channels in a single view.
Priority
Filter by the urgency level assigned to each conversation.
| Priority | Description |
|---|---|
| Normal | Standard conversations with no elevated urgency |
| High | Important issues that should be addressed soon |
| Urgent | Time-sensitive problems requiring immediate attention |
Assigned Agent
Narrow results to conversations assigned to a specific person or group.
| Option | What It Shows |
|---|---|
| Me | Only conversations assigned to you |
| Specific agent | Conversations assigned to a teammate you select |
| Unassigned | Conversations with no agent assigned |
| Any agent | All conversations regardless of assignment |
Date Range
Limit results to conversations that were created or last active within a specific time window.
| Option | What It Covers |
|---|---|
| Today | Conversations from today |
| Last 7 days | Conversations from the past week |
| Last 30 days | Conversations from the past month |
| Custom range | A start and end date you choose manually |
Tags
Filter by one or more tags applied to conversations. Tags are custom labels your team uses to categorize conversations (for example, "billing", "returns", "VIP", "bug-report").
| Option | What It Does |
|---|---|
| Match any | Shows conversations with at least one of the selected tags |
| Match all | Shows only conversations that have every selected tag |
Applying a Saved Filter
There are two ways to apply a saved filter:
- From the sidebar -- Click the filter name under Filters in the left sidebar. The conversation list updates immediately.
- From the filter bar -- Click the Filters button at the top of the conversation list, then select a saved filter from the dropdown.
When a filter is active, you will see the filter name displayed at the top of the conversation list so you always know which view you are looking at.
To clear an active filter and return to the full conversation list, click the Clear Filter button or select a different queue from the sidebar.
Setting a Default Filter
If you find yourself applying the same filter every time you open the Inbox, you can set it as your default view.
- Hover over the saved filter in the sidebar.
- Click the more options menu (three dots).
- Select Set as Default.
When you open the Inbox, your default filter is applied automatically. You can change or remove the default at any time by repeating the steps above and selecting Remove Default.
Your default filter is a personal preference. It does not affect what your teammates see when they open the Inbox.
Sharing Filters with Your Team
Saved filters can be shared with your entire team so everyone benefits from the same views.
To share a filter:
- Hover over the saved filter in the sidebar.
- Click the more options menu (three dots).
- Select Share with Team.
Once shared, the filter appears in every team member's sidebar under a Team Filters section. Team members can apply the shared filter but cannot edit or delete it -- only the creator or an admin can make changes.
To stop sharing:
- Hover over the shared filter.
- Click the more options menu (three dots).
- Select Make Private.
When you stop sharing a filter, it is immediately removed from your teammates' sidebars. If they were using it as their default, their Inbox will revert to showing all conversations.
Reordering Filters
You can rearrange your saved filters in the sidebar to put the ones you use most often at the top.
- Hover over a filter in the sidebar.
- Click and drag the filter to your preferred position.
- Release to drop it into place.
The order you set is saved automatically and persists across sessions.
Place your most-used filters at the top and shared team filters below them. This keeps your sidebar organized as your filter list grows.
Editing a Saved Filter
To update the criteria or name of an existing filter:
- Hover over the filter in the sidebar.
- Click the more options menu (three dots).
- Select Edit Filter.
- Adjust the name, criteria, or both.
- Click Save.
Your changes take effect immediately. If the filter is shared with your team, everyone will see the updated criteria the next time they apply it.
Deleting a Saved Filter
To remove a saved filter you no longer need:
- Hover over the filter in the sidebar.
- Click the more options menu (three dots).
- Select Delete Filter.
- Confirm the deletion.
Deleting a shared filter removes it for everyone on your team. If teammates are using it as their default, their Inbox will revert to showing all conversations. Consider making the filter private first if only you want to remove it.
Quick Reference
| Action | How to Do It |
|---|---|
| Create a filter | Set criteria in the filter bar, click Save Filter, name it |
| Apply a filter | Click the filter name in the sidebar |
| Set as default | More options menu on filter, select Set as Default |
| Share with team | More options menu on filter, select Share with Team |
| Reorder filters | Drag and drop in the sidebar |
| Edit a filter | More options menu on filter, select Edit Filter |
| Delete a filter | More options menu on filter, select Delete Filter |
| Clear active filter | Click Clear Filter at the top of the conversation list |
What's Next?
- Keyboard Shortcuts -- Speed up your workflow with keyboard shortcuts
- Conversation Queues -- Learn how queues organize your conversations automatically
- Managing Conversations -- Claim, assign, take over, resolve, and snooze conversations