Overview
Custom filters let you slice the conversation list by combining conditions — by status, assigned agent, team, label, inbox, priority and other attributes. When a slice is useful day to day, you can save it as a view (a custom folder) and open it in one click, without rebuilding the filter every time.
Prerequisites
- Be signed in and have access to the inboxes you want to filter.
- Understand conversation attributes (status, priority, labels, assignment) to build good conditions.
Step by step
- In the conversation view, open the filter option.
- Add one or more conditions (for example: status = open and agent = you and label = "vip").
- Apply the filter and review the sliced list.
- If the slice is useful recurrently, choose to save it as a view and give it a clear name.
- Afterwards, open the saved view straight from the sidebar — no need to rebuild the conditions.
Settings & options
- Combinable conditions: stack several criteria to land exactly on the slice you want.
- Available attributes: status, priority, assignment (agent/team), labels, inbox, language, country and other conversation and contact fields.
- Saved views: use objective names ("My open urgent", "No reply today") so the team gets it.
- Shared folders/views: views help standardize how each role tracks its queue.
Pinned conversations
Just like WhatsApp, you can pin up to 10 conversations to the top of the list — they show up in the "Pinned" section, above the rest, ordered from the most recently pinned.
- Pin/unpin: right-click the conversation card and choose Pin conversation (or Unpin conversation). A pin icon appears on the pinned card.
- Per agent: pins are yours — each teammate pins their own conversations without affecting anyone else.
- Per view: each saved view (folder) has its own pin set, and the default list (Mine/Unassigned/All) has another. Pin the same conversation in as many contexts as you like.
- Always at hand: a pinned conversation stays on top even after it is resolved or falls out of the view's filter — it works like a bookmark.
- Collapsed list: when you collapse the conversation list, pinned conversations stay at the top of the avatar rail with a small pin indicator.
- Limit reached: trying to pin an 11th conversation in the same context shows a limit warning — unpin one before pinning another.
Use cases
- Track only the conversations assigned to you that are still open.
- Monitor high-priority conversations with no reply.
- Create a view per team or per campaign/label to focus the team.
Tips, limits & best practices
- Start with few conditions and refine — overly complex filters are hard to maintain.
- Name views so anyone understands their purpose.
- Periodically review saved views and remove the ones no longer used.
Troubleshooting
- The view doesn't show what I expect: review each condition; one wrong label or status changes everything.
- I can't see certain conversations: confirm you have access to the matching inbox.
- The view disappeared: check whether it was removed or renamed by another teammate.