Conversation Search & Filters
- How the advanced filtering system works with AND/OR logic
- How to create individual filters and filter groups
- How to sort conversations by different fields and directions
- How to clear and apply your filter configuration
The Inbox includes a powerful advanced filtering system that goes far beyond simple text search. You can combine multiple conditions with AND/OR logic, group filters together, and sort results by any available field. This system is accessible by clicking the Filter button in the top toolbar of the Inbox.
Opening the filter panel
- Navigate to the Inbox.
- Click the Filter button in the top toolbar. If filters are already active, a badge on the button shows the count of active filters.
- The advanced filter panel opens, revealing all available filtering and sorting controls.
Building filters with AND/OR logic
The filtering system supports two logical operators for combining conditions:
- AND -- All conditions must be true for a conversation to appear in the results. Use this when you want to narrow your list down precisely.
- OR -- At least one condition must be true. Use this when you want to broaden your results to include conversations matching any of several criteria.
You can toggle between AND and OR logic using the logic toggle at the top of the filter panel.
Adding individual filters
Click the Filter button within the filter panel to add a new filter condition. Each filter lets you specify:
- Field -- The conversation attribute to filter by (for example, client name, channel, status, assigned employee, creation date, or last update date).
- Operator -- How to compare the field (for example, equals, contains, is greater than, is before a date).
- Value -- The specific value to match against.
You can add as many individual filters as you need. They are combined using the logic operator (AND or OR) you selected.
Adding filter groups
Click the Group button to create a filter group. A group is a set of filters that are evaluated together as a single unit, with their own internal AND/OR logic. Groups allow you to build complex queries such as:
Show conversations where (status is "open" AND channel is "WhatsApp") OR (status is "pending" AND assigned to me)
This nested structure gives you full control over which conversations appear in the list.
Sorting results
Below the filter conditions, you will find the sorting controls:
- Field selector -- Choose the field to sort by. Common options include:
- Updated at -- Sort by when the conversation was last active.
- Other available fields depending on your configuration.
- Direction toggle -- Choose the sort order:
- Ascending -- Oldest or smallest values first (A to Z, earliest to latest).
- Descending -- Newest or largest values first (Z to A, latest to earliest).
Applying and clearing filters
Once you have configured your filters and sorting:
- Click the Apply button to execute the filter and update the conversation list with matching results.
- Click the Clear button to remove all active filters and sorting rules, returning the list to its default unfiltered state.
After applying, the badge on the Filter button in the top toolbar updates to reflect the number of active filter conditions, serving as a visual reminder that the list is currently filtered.
Practical examples
| Goal | Filter setup |
|---|---|
| Find all open WhatsApp conversations | Filter: channel equals "WhatsApp" AND status equals "open" |
| See conversations updated today | Filter: updated at is today; sort by "Updated at" descending |
| Find conversations assigned to you that are pending | Filter: assigned to equals your name AND status equals "pending" |
| Broad search across channels | Filter: channel equals "WhatsApp" OR channel equals "Instagram" OR channel equals "Telegram" |
If your conversation list looks unexpectedly empty or shows fewer results than expected, check the filter badge on the Filter button. Leftover filters from a previous search session are a common cause. Click Clear then Apply to reset the list.