Inbox views, filters and search
Learn exactly which conversations each Inbox view shows, how to narrow the list with filters, and how to search message text.
Views are quick, fixed lists of conversations, such as everything nobody has picked up yet. Filters narrow whichever view you're in, and search finds conversations by the words in their messages.
Choosing a view
Go to Inbox and pick a view under Views in the Inbox menu. The list pane also shows five of them as tabs (All, Unassigned, Mine, Open and Closed), each with a count. A view you pick from the menu that isn't one of those five appears as an extra tab while it's selected.
| View | What it shows |
|---|---|
| Unassigned | Conversations nobody is holding, in any state. |
| Assigned to me (the Mine tab) | Conversations you're holding, in any state. |
| All | Every conversation. This is the default when you open the Inbox. |
| Unread | Open, unresolved conversations that are yours or nobody's and have a message you haven't read. This is the same number as the Inbox's unread badge. |
| Open | Conversations that are still open, whether or not someone has marked them resolved. |
| Unresolved | Open conversations that are not currently marked resolved. |
| Resolved | Open conversations someone has marked resolved, where the customer hasn't written since. |
| Closed | Conversations that went inactive because the customer's 24-hour window ended. |
Resolved and Closed are different things. Resolved is a person saying "this is done". Closed is the system noting that the conversation went quiet. See Resolve and reopen.
Tip: Each view has its own web address (for example, the Assigned to me view), so you can bookmark the one you use most.
Filtering the list
The filter bar sits under the tabs, as a row of small buttons. An unset filter shows only its icon. A set filter also shows the value you chose. Point at a button to see its name.
| Filter | Choices |
|---|---|
| Reply window | Any window state, Open — you can reply freely, Expired — a template is required, Never opened — a template is required |
| Conversation tag | Any tag, or one of your organisation's conversation tags. These are inbox labels, not contact tags. |
| Customer intent | Any intent, unknown — nothing matched, or one of your intents. It's what the customer's last message was read as. Shown only when AI is available to you. See Intents. |
| Only unread | Conversations with a message you haven't read. |
To set a filter:
- Click the filter's button.
- Choose a value.
The bar shows how many filters are applied. To remove them all, click Clear filters. Your view stays as it was.
When filters are applied on top of a view, the tab counts are hidden, because they count the view without your filters.
Searching messages
- Click the search box at the top of the list, or press /.
- Type a word or phrase from a message.
- Press Enter.
The list is replaced by matching messages, each with the customer's name and when it was sent. Click a match to open its conversation. To go back to the list, click Clear the search.
Things to know about search:
- It searches message text. Internal notes are never searched.
- It covers a recent period only. The results say which date they searched from, for example "Searched messages since…". Anything older wasn't looked at.
- Very short terms are refused, because they would match almost everything. If you see a message asking for more characters, add a few and search again.
Tip: To jump straight to a contact or conversation from anywhere in the app, use the command palette (Ctrl + K, or ⌘ K on a Mac). See Keyboard shortcuts.
Related
- Inbox overview
- Conversation tags
- Conversation history, a plain list of all conversations
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.