User Guide for New Conversation Inbox Filters
Table of Contents:
❓ Why are filters important?
1. Advisor Attention Status⚡
2. Conversation Status 💬
3. Platform 📱
4. Groups 👥
5. Classifications 📌
6. Tags 🏷
7. Customer Stage 🎯
8. Conversation Origin 📡
9. Specific Channel 📞
10. Agents 👤
11. Call Permission 📞
⚙️ Rules
🚦 Technical Limits
🚀 Real Use Cases by Industry
❗ Common Mistakes to Avoid
IMPORTANT: This functionality is currently in Beta and its availability will be progressive.
❓ Why are filters important?
Filters in the conversation inbox are the most powerful tool to maximize the efficiency of your advisors. They transform the chaos of hundreds of conversations into organized and actionable lists, allowing your teams to serve intelligently and with prioritization.
Inbox filters allow you to segment and find specific conversations within the Inbox in real time. In this article, we delve into its operation, key rules, and technical limitations.
Impact on the Business:
Reduce response timeto up to 40%
Improve customer satisfactionby prioritizing urgent cases
Increase productivityby eliminating manual searches
Facilitate the follow-upof specific cases
Customer Stage: Position in the sales funnel (Lead, Opportunity, SQL)
📋Main Filter Types
1. Advisor Attention Status⚡
The most critical filter for productivity.
What does it do? Classifies conversations according to the urgency of response.
Available options:
Unread: Conversations that the advisor has never opened.
Pending Agent Response: The client wrote and has not yet received a response from the advisor.
Pending Customer Response: The advisor has already responded, and a response from the client is expected.
Expired: Conversations that do not receive a response from the client and meet the time limit provided by the platform to contact them. The time limit varies according to the platform: WhatsApp: 24 hours after the client's last response. Facebook and Instagram: 7 days after the client's last response.
Not Expired: Conversations that have not yet reached the 24-hour limit for WahtsApp as a limit to freely contact a client.
Whatsapp: 24 hours after the last response from the client.
Facebook and Instagram: 7 days after the last response from the client.
Practical example: "María has 15 conversations. With the 'Pending Response' filter, she only sees the 3 that really need her immediate attention, reducing her search time from 5 minutes to 10 seconds."
2. Conversation Status💬
Controls the status or state of each conversation.
What does it do?
Filters conversations based on their life cycle and the type of attention they have received.
Available options:
New: Recent conversations that have not yet been attended to by any agent.
Open: Ongoing conversations that have already been answered or intervened by an agent.
Re-entered: Conversations that were finalized (classified to finalize management) and then reactivated because the client wrote again. They are assigned directly to the same agent.
Reassigned: Conversations that have been manually transferred from one agent to another.
Practical example: "Carlos checks the 'Re-entry' filter and finds a conversation that was reactivated after being classified to finalize the management. This allows him to resume the case without loss of context and with greater efficiency."
3. Platform📱
Organization by social network of communication.
What does it do? Separates conversations according to the platform of origin.
Available options:
WhatsApp.
Facebook Messenger.
Instagram.
Web Plugin (website chat).
Practical example: "The sales team filters only 'WhatsApp' to serve hot leads who prefer this channel, while support focuses on 'Email' for more complex cases."
4. Groups👥
Distribution by specialized teams.
What does it do? Shows conversations assigned to specific groups (Sales, Support, Collections, etc.).
Value for supervisors:
Total control over the distribution of work.
Specialization by business area.
Efficient scaling between departments.
Important validations:
Advisors only see groups to which they belong.
If the advisor is in only one group, the filter becomes invisible (It is no longer displayed as there is only one group to select).
Practical example: "Carlos is in Sales and Support. He can filter by 'Group: Sales' in the mornings to focus on prospects, and switch to 'Group: Support' in the afternoons."
5. Classifications📌
Tracking of specific cases.
What does it do?Shows conversations that were segmented according to the applied follow-up classification.
Main options:
Consultation.
Claim.
Follow-up.
Quotation.
Under management.
Unclassified (conversations pending classification).
Practical example: "Ana filters by 'Claim' every morning to give them maximum priority, ensuring that dissatisfied customers receive immediate attention."
6. Tags🏷
Total personalization by company.
What does it do? Organizes by custom tags that the company has created.
Common examples:
VIP
Urgent
Hot Lead
Recurring Customer
High Potential
Practical example: "Filtering by 'VIP' allows the senior advisor to serve only premium clients, guaranteeing the best service for the most valuable."
7. Customer Stage🎯
Organization by sales cycle.
What does it do? Classifies conversations according to where the client is in the sales funnel.
Available options:
Awareness: Customer knows the problem, not the solution.
Lead: Interested prospect, needs nurturing.
MQL: Marketing qualified lead, ready for sales.
SQL: Sales qualified lead, high probability of closing.
Opportunity: Active opportunity in process.
Customer: Client who has closed the sale or scheduled an appointment to purchase.
Value:
Distributes leads.
Measures conversion by stage of the funnel.
Optimizes resources in more profitable stages.
Practical example: "Juan specializes in closing 'Opportunities', while Ana is an expert in converting 'Leads' to 'MQL'. With this filter, each one focuses on their strength."
8. Conversation Origin📡
Tracking traffic sources.
What does it do? Identifies how the customer got to the conversation.
Available options:
Click to WhatsApp Ad: From paid campaigns.
Direct link: From website or social networks.
Templates: Contact customers through sending a template.
Organic: Natural search.
Practical example: "We discovered that leads from 'Click to WhatsApp Ad' convert 3x more than organic ones, so we assign our best sellers to those conversations."
9. Specific Channel📞
Individual numbers or accounts of the connected platforms.
What does it do? Filters by specific phone number or individual account within a platform.
Practical example: "We have one number for sales (+502 4408 4648) and another for support. Each team filters only their number to avoid cross-overs."
10. Agents👤
Exclusive for Supervisors and Administrators.
What does it do? Shows specific conversations of agents under supervision.
Value for supervisors:
Individual monitoring: See the workload of each advisor.
Real-time coaching: Identify who needs support.
Equitable distribution: Balance workloads.
Immediate support: Take conversations from overloaded advisors.
Validations:
Only shows active agents.
Supervisors only see their team (only groups to which the supervisor belongs).
Administrators see all agents.
Practical example: "Supervisor Luis filters by 'Agent: Alex Guevara' and notes that he has 20 pending conversations. He immediately redistributes 10 to other advisors to avoid delays."
11. Call Permission 📞
Validation of voice contact via WhatsApp.
What does it do? Filters conversations based on the status of the authorization that the customer has granted to receive voice calls through the platform.
Available options:
Approved: The customer has explicitly agreed to receive calls.
Enabled: The call function is technically active for this contact, but they have not necessarily confirmed permission recently.
Pending: The permission request has been sent and the system is awaiting the customer's response.
Rejected: The customer has declined the option of being contacted by voice; communication must remain strictly by chat.
When to use it?
Before starting a telephone contact campaign to ensure compliance with policies.
To follow up on sent permission requests that do not yet have a response.
To clean up the contact base and avoid friction with customers who prefer not to be called.
Practical example:
"Sofía is closing sales for the month and decides to contact her hottest prospects by voice. She filters by 'Call permission: Approved' to call only those who have already given their consent, thus avoiding reports of spam or customer annoyance."
⚙️Rules
System Limits:
Maximum of 30 combinationsbetween simultaneous filters.
Maximum of 10 optionsper individual filter.
Only in "All" Inbox: Filters only apply to the main inbox.
Exclusive application in Inbox: filters are applied by default in the "All" inbox; in personalized inboxes or views, the filters are already preconfigured, persist and can be edited, as in the Inbox, saving only for that view.
Persistence: they are maintained until the user manually deletes them, logs out, or refreshes the page.
Real-time update: if a new conversation meets the selected criteria, it will automatically appear in the list.
🚦 Technical Limits
To guarantee performance, the filters have combination limits:
Maximum of 30 combinations (disjunctions): the sum of all options selected in different filters cannot exceed 30 combinations.
Maximum of 10 options per filter: in each individual filter you can choose up to 10 values.
🧩 Practical examples
Example 1: within the limit
4 platforms (WhatsApp, Facebook, Instagram, Web Plugin).
3 attention statuses (Unread, Pending advisor response, expired).
3 tags (VIP, Urgent, Follow-up).
👉 4 × 3 × 3 = 36 combinations → exceeds the limit. The system will block the last selection and display a warning message.
Example 2: valid
2 platforms (WhatsApp, Instagram).
3 attention statuses (Unread, Pending customer, Pending agent).
3 groups (Support, Sales, Marketing).
👉 2 × 3 × 3 = 18 combinations → within the allowed limit.
What does "30 combinations" mean?
If you select:
3 platforms (WhatsApp, Facebook, Instagram).
4 attention states (Unread, Pending, Answered, Closed).
3 tags (VIP, Urgent, Lead).
The system will calculate: 3 × 4 × 3 = 36 combinations → EXCEEDS THE LIMIT
Solution: The system will block the last selection and suggest being more specific.