What filters exist and how to use them to organize your inbox?
As an agent, your inbox can quickly fill up with conversations. Filters exist to help you prioritize, get better organized, and not miss important conversations.
### Index:
🎯 What are filters for?
Filter: Conversation Status📌
Filter: Agent Attention Status⏱️
Filter: Conversation Origin🌐
Filter: Call Permission📞
Filter: Platform💬
Filter: Channel🔗
Filter: Classifications🏷️
Filter: Assigned Group👥
Filter: Tags🏷️
Filter: Customer Stage📊
⚡ What are Quick Filters?
👀 How to identify reassigned conversations?
🧭 Recommendations for better organization in the inbox
IMPORTANT: This feature is currently in Beta and its availability will be progressive.
In this guide you will learn:
What filters are available to you
What each one means.
In what situations to use them.
Practical examples of daily use.
🎯 What are filters for?
Filters allow you to:
See only relevant conversations.
Quickly identify outstanding items.
Prioritize customers based on 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 status of a conversation within the system flow.
Available options
New: newly created conversation.
Open: active conversation in progress.
Reassigned: conversation that was transferred to another agent or group.
Re-entered: conversation that was reopened after being classified as closed.
When to use it?
To identify new conversations that you have not yet attended to.
To know which ones returned and require follow-up.
🧠 Practical example
"I start my shift and I 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 actual attention status of the conversation based on the interaction between you and the client.
Available options
Unread: you have not yet opened the conversation.
Pending customer response: you already responded, you are waiting for the customer.
Pending agent response: the customer wrote and you must respond.
Not expired: conversations still within the active attention window.
Expired: conversations outside the attention window (mainly in WhatsApp 24 hrs, Facebook and Instagram 7 days).
When to use it?
To prioritize pending responses.
To know where you should act.
To avoid missing active conversations.
🧠 Practical example
"I want to respond quickly to those who have already written to me."
→ Filter: Pending agent response
3. Filter: Conversation Origin 🌐
What does it indicate?
Shows how the conversation originated, that is, from where the customer arrived.
Available options
Organic
Template Campaign
Flows Campaign
Webhook Campaign
Click to WhatsApp Ad
Instagram Ad
Messenger Ad
Template sent by the agent
Templates API
Templates from Zapier
HubSpot Workflow
Webhook from HubSpot Workflow
When to use it?
To understand the customer's context.
To differentiate leads from campaigns vs organic customers.
To know what initial messages the customer has already received.
🧠 Practical example
"I want to see only customers who come from a campaign."
→ Filter: Origin = Template Campaign
4. Filter: Call Permission 📞
What does it indicate?
Shows the status of the 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 you want to know in what state the sent permissions are.
🧠 Practical example
"I need to call only customers who do allow calls."
→ Filter: Call permission = Approved
5. Filter: Platform💬
What does it indicate?
The communication platform from which 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 to 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 several numbers or channels.
To separate attention by brand or business line.
7. Filter: Classifications 🏷️
What does it indicate?
Classification assigned to the conversation according to 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 state.
🧠 Practical example
"I want to see all pending follow-up cases."
→ 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 several groups.
To focus only on your current team.
🧠 Practical example
"Today I am 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 client
When to use it?
To identify special clients.
To segment important cases.
🧠 Practical example
"I want to see important clients."
→ Filter: Tag = VIP
10. Filter: Customer Stage 📊
What does it indicate?
The point of the customer's life cycle within the company.
Available options
Awareness
Lead
MQL
SQL
Opportunity
Customer
When to use it?
To adapt your speech.
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 full filter panel.
Available states
Quick filters include four frequent states:
New
Open
Reassigned
Re-entry
📌 These buttons are available only in the "All" inbox, where the highest volume of conversations is usually concentrated.
👀 How to identify reassigned conversations?
To help you not miss important reassignments:
The Reassigned button displays 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 the