As an agent, your inbox can fill up quickly with conversations. Filters exist to help you prioritize, organize better, and not lose important conversations.
⚠️ IMPORTANT: This functionality is currently in Beta and its availability will be progressive.
In this guide you will learn:
What filters you have available
What each one means.
When to use them.
Practical examples of daily use.
🎯 What are filters for?
Filters allow you to:
See only relevant conversations.
Identify pending items quickly.
Prioritize customers by their status.
Reduce noise in your inbox.
✨ Key idea: Good use of filters = less stress and better attention.
1. Filter: Conversation Status 📌
What does it indicate?
Shows the general state a conversation is in within the system workflow.
Available options
New: newly created conversation.
Open: active conversation being attended to.
Reassigned: conversation that was transferred to another agent or group.
Re-entered: conversation that reopened after being classified as closed.
When to use it?
To identify new conversations you haven't attended yet.
To know which ones returned and require follow-up.
🧠 Practical example
"I'm starting my shift and want to see only new conversations to attend to first."
→ Filter: Conversation Status = New
2. Filter: Agent Attention Status ⏱️
What does it indicate?
Reflects the real attention status of the conversation based on the interaction between you and the customer.
Available options
Unread: you haven't opened the conversation yet.
Awaiting customer response: you already responded, you're waiting for the customer.
Awaiting agent response: the customer wrote and you need to respond.
Not expired: conversations still within the active attention window.
Expired: conversations outside the attention window (mainly WhatsApp 24 hrs, Facebook and Instagram 7 days).
When to use it?
To prioritize pending responses.
To know where you need to act.
To avoid losing active conversations.
🧠 Practical example
"I want to respond quickly to those who already wrote to me."
→ Filter: Awaiting agent response
3. Filter: Conversation Origin 🌐
What does it indicate?
Shows how the conversation originated, that is, from where the customer came.
Available options
Organic
Template campaign
Flow campaign
Webhook campaign
Click to WhatsApp Ad
Instagram Ad
Messenger Ad
Template sent by advisor
Template API
Templates from Zapier
HubSpot Workflow
Webhook from HubSpot Workflow
When to use it?
To understand the customer's context.
To differentiate campaign leads from organic customers.
To know what initial messages the customer already received.
🧠 Practical example
"I want to see only customers coming from a campaign."
→ Filter: Origin = Template campaign
4. Filter: Call Permission 📞
What does it indicate?
Shows the status of WhatsApp call permission for that conversation.
Available options
Approved
Enabled
Pending
Rejected
When to use it?
Before making a call.
To know if you can contact the customer by voice.
You sent permissions and want to know the status of the permissions you sent.
🧠 Practical example
"I need to call only customers who allow calls."
→ Filter: Call Permission = Approved
5. Filter: Platform 💬
What does it indicate?
The communication platform from where the customer writes.
Available options
WhatsApp
Facebook
Instagram
Web Plugin
When to use it?
If you attend multiple platforms.
To adapt your tone or response times.
🧠 Practical example
"Today I will only attend WhatsApp."
→ Filter: Platform = WhatsApp
6. Filter: Channel 🔗
What does it indicate?
Shows the specific channel connected in the company, for example a specific WhatsApp number.
Channel example
WhatsApp +502 4408 4648 – Customer Service
Facebook: Page for Sales support on Facebook.
When to use it?
When the company has multiple numbers or channels.
To separate service by brand or business line.
7. Filter: Classifications 🏷️
What does it indicate?
Classification assigned to the conversation based on the type of follow-up.
⚠️ Only follow-up classifications are shown.
Unclassified: Option that allows you to view conversations that are still pending classification.
When to use it?
To follow up on specific cases.
To identify conversations in the same operational status.
🧠 Practical example
"I want to see all cases pending follow-up."
→ Filter: Classification = Accepts appointment
8. Filter: Assigned Group 👥
What does it indicate?
Shows which group or team the conversation is assigned to.
When to use it?
If you belong to multiple groups.
To focus only on your current team.
🧠 Practical example
"Today I'm supporting the sales team."
→ Filter: Assigned Group = Sales
9. Filter: Tags 🏷️
What does it indicate?
Custom tags that can be assigned to:
The conversation
The customer
When to use it?
To identify special customers.
To segment important cases.
🧠 Practical example
"I want to see important customers."
→ Filter: Tag = VIP
10. Filter: Customer Stage 📊
What does it indicate?
The point in the customer's lifecycle within the company.
Available options
Awareness
Lead
MQL
SQL
Opportunity
Customer
When to use it?
To adapt your message.
To prioritize sales opportunities.
🧠 Practical example
"I want to focus on sales opportunities."
→ Filter: Customer Stage = Opportunity
⚡ What are Quick Filters?
Quick Filters are shortcuts that allow you to filter conversations by their status with a single click, without opening the complete filter panel.
Available statuses
Quick filters include four frequent statuses:
New
Open
Reassigned
Re-entry
📌 These buttons are available only in the "All" inbox, where the largest volume of conversations is normally concentrated.
👀 How to identify reassigned conversations?
To help you not miss important reassignments:
The Reassigned button shows a red dot when there are new reassigned conversations.
Each reassigned conversation is also marked with a visual tag in the listing.
The red dot and tag disappear once you enter the conversation.
💡 This allows you to quickly identify which conversations arrived in your inbox by reassignment.
🧭 Recommendations for better organizing your inbox
Your inbox is your daily workspace. Keeping it organized helps you respond faster, not lose conversations, and work with less stress.
1️⃣ Start your shift with a quick cleanup
When starting your day:
First check "Awaiting agent response".
Then, attend to "Unread".
Finally, validate "Not expired" conversations.
2️⃣ Use filters according to the task you're doing
You don't need to