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As your conversation volume grows, the Inbox provides powerful search and filtering tools to help you find exactly what you need. At the top of the conversation list, there is a search bar. Type a name, phone number, or email address to instantly filter the conversation list. Search results update as you type (with a short delay to avoid excessive lookups). Search works across:
  • Contact name
  • Phone number
  • Email address

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The Filter Panel

Next to the search bar, click the filter icon to open the filter panel. This panel lets you combine multiple criteria to narrow down conversations.

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Available Filters

FilterOptionsDescription
Agent TypeAll Agents, Human Agents, AI AgentsFilter by whether the conversation is currently handled by AI or a human team member.
Specific AgentSelect from your agents listWhen “All Agents” is selected as Agent Type, you can pick a specific Chat Agent or team member.
Date RangeCustom date pickerShow only conversations from a specific time period.
StatusActive, Pending, ClosedToggle one or more statuses. Click the status buttons to include or exclude them.
LabelAll Labels, Unlabeled, or a specific labelFilter by the label applied to conversations. Choose “Unlabeled” to find conversations that have not been categorized.
RatingAll Ratings, 1-5 StarsFilter by visitor feedback rating.
Saved ContactAll, Saved, Not SavedFilter by whether the visitor’s contact information has been saved to your contacts.

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Using the Filter Panel

  1. Click the filter icon next to the search bar.
  2. Adjust the filters you want to apply.
  3. Click Apply Filters to update the conversation list.
  4. Click Clear all to reset all filters to their defaults.
  5. Click Cancel to close without applying changes.
A badge appears on the filter icon showing the number of active filters, so you always know when filters are applied.

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Default Filters by Tab

The filters automatically adjust based on which tab you are viewing:
TabDefault Status FilterNotes
MineActive and PendingYour active conversations
UnassignedActive and PendingOnly shows human takeover conversations with no assignee
AllNo status filter (shows everything)Complete view of all conversations
When you switch tabs, filters reset to the defaults for that tab.

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Tips

  • Combine search and filters — you can search by name while also filtering by status and date range at the same time.
  • Use the date range filter to investigate conversations from a specific period, such as a campaign launch week.
  • Filter by “Unlabeled” to find conversations that still need to be categorized by your team.
  • Use the Rating filter to review conversations where visitors gave low ratings and identify areas for improvement.
  • The Saved Contact filter helps you find conversations with anonymous visitors who have not yet been added to your CRM.