⚠️ 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 your advisors' efficiency. They transform the chaos of hundreds of conversations into organized and actionable lists, allowing your teams to respond 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 how they work, key rules, and technical limitations.
Business Impact:
Reduce response time by up to 40%
Improve customer satisfaction by prioritizing urgent cases
Increase productivity by eliminating manual searches
Facilitate tracking of 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 by urgency of response.
Available options:
Unread: Conversations that the advisor has never opened.
Pending Agent Response: The customer wrote and still hasn't received a response from the advisor.
Pending Customer Response: The advisor has already responded, and is waiting for a response from the customer.
Expired: Conversations that do not receive a response from the customer and meet the time limit that the platform provides to contact them. The time limit varies depending on the platform: Whatsapp: 24 hours after the customer's last response. Facebook and Instagram: 7 days after the customer's last response.
Not Expired: Conversations that have not yet completed the 24-hour WhatsApp limit to contact a customer freely.
Whatsapp: 24 hours after the customer's last response.
Facebook and Instagram: 7 days after the customer's last response.
Practical example: "María has 15 conversations. With the 'Pending response' filter, she sees only 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 by their lifecycle and the type of attention they have received.
Available options:
New: Recent conversations that have not yet been handled by any agent.
Open: Ongoing conversations that have already been responded to or handled by an agent.
Re-entered: Conversations that were finalized (typified for closing management) and then reactivated because the customer 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 reviews the 'Re-entry' filter and finds a conversation that was reactivated after being typified to close management. This allows him to pick up the case without losing context and with greater efficiency."
3. Platform📱
Organization by communication social network.
What does it do? Separates conversations by platform of origin.
Available options:
WhatsApp.
Facebook Messenger.
Instagram.
Web Plugin (website chat).
Practical example: "The sales team filters only 'WhatsApp' to handle hot leads that 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:
Full control over work distribution.
Specialization by business area.
Efficient escalation between departments.
Important validations:
Advisors only see groups they belong to.
If the advisor is in only one group, the filter becomes invisible (It is no longer displayed as it 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. Typifications📌
Tracking of specific cases.
What does it do? Shows conversations that were segmented according to the tracking typification applied.
Main options:
Inquiry.
Complaint.
Follow-up.
Quote.
In progress.
Not typified (conversations pending classification).
Practical example: "Ana filters by 'Complaint' every morning to give them maximum priority, ensuring that dissatisfied customers receive immediate attention."
6. Tags🏷
Complete customization 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 handle only premium customers, ensuring the best service for the most valuable ones."
7. Customer Stage🎯
Organization by sales cycle.
What does it do? Classifies conversations based on where the customer 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: Customer who has closed the sale or scheduled a purchase appointment.
Value:
Distributes leads.
Measures conversion by funnel stage.
Optimizes resources in more profitable stages.
Practical example: "Juan specializes in closing 'Opportunities', while Ana is an expert at converting 'Leads' to 'MQL'. With this filter, each one focuses on their strength."
8. Conversation Source📡
Tracking of traffic sources.
What does it do? Identifies how the customer arrived at the conversation.
Available options:
Click to WhatsApp Ad: From paid campaigns.
Direct Link: From website or social networks.
Templates: Contact with customers through template sending.
Organic: Natural search.
Practical example: "We discovered that leads from 'Click to WhatsApp Ad' convert 3x more than organic ones, so we assigned our best salespeople to those conversations."
9. Specific Channel📞
Numbers or individual accounts of 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 overlap."
10. Agents👤
Exclusive for Supervisors and Administrators.
What does it do? Shows specific conversations of agents under supervision.
Value for supervisors:
Individual monitoring: See each advisor's workload.
Real-time coaching: Identify who needs support.
Fair distribution: Balance workloads.
Immediate backup: Take conversations from overloaded advisors.
Validations:
Only shows active agents.
Supervisors see only their team (only groups the supervisor belongs to).
Administrators see all agents.
Practical example: "Supervisor Luis filters by 'Agent: Alex Guevara' and notices he has 20 pending conversations. He immediately redistributes 10 to other advisors to prevent delays."
11. Call Permission 📞
Validation of voice contact via WhatsApp.
What does it do? Filters conversations based on the authorization status that the customer has granted to receive voice calls through the platform.
Available options:
Approved: The customer has explicitly accepted receiving calls.
Enabled: The call function is technically active for this contact, but has not necessarily recently confirmed permission.
Pending: The permission request has been sent and the system is waiting for the customer's response.
Rejected: The customer has declined the option to be contacted by voice; communication must be kept strictly through chat.
When to use it?
Before starting a phone contact campaign to ensure policy compliance.
To follow up on permission requests sent that still don't have a response.
To clean up your contact list and avoid friction with customers who prefer not to be called.
Practical example:
"Sofía is closing end-of-month sales 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, thereby avoiding spam reports or customer complaints."
⚙️ Rules
System Limits:
Maximum 30 combinations between simultaneous filters.
Maximum 10 options per individual filter.
Only in "All" Inbox: Filters only apply in the main inbox.
Exclusive application in Inbox: filters apply by default in the "All" inbox; in custom inboxes or views, filters come pre-configured, persist, and can be edited, just like in the Inbox, being saved only for that view.
Persistence: they remain until the user manually removes 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 ensure performance, filters have combination limits:
Maximum 30 combinations (disjunctions): the sum of all options selected in different filters cannot exceed 30 combinations.
Maximum 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 statuses (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.
🚀 Real Use Cases by Industry
E-commerce:
Morning: Filter "Platform: WhatsApp" + "Tag: Urgent" + "Stage: Opportunity" (delivery issues from customers ready to buy).
Afternoon: Filter "Typification: Quote" + "Attention Status: Pending" + "Source: Click to WhatsApp Ad" (hot opportunities from paid campaigns).