View and filter your queues

View, filter, and sort all messages to see just what is important to you in the conversation queue. You can also view the number of new and pending conversations.

Filter the active channels list

The active channels list lets you select any social or messaging accounts that you have access to. It also displays the number of channels you’ve selected out of the total number of available channels.

Your workflow consists of three conversation states, each with its own queue:

• New - New or have a new reply from the contact and need follow-up.
• Pending - Waiting for the contact to follow up.
• Resolved - Ended and require no further action.

To narrow the types of conversations that appear in your queue, select Filters at the top of the queue.

You can filter on any of the following:

• Assigned to - Conversations assigned to one or more selected agents.
• Unassigned - Conversations that are not assigned to an agent. If an assignment is assigned to a team, it will still appear in this list.
• Assigned to me - Conversations assigned to you.
• Channels - Conversations that took place on specific channels.
• Conversation types - Public or private posts. This can help identify customer service conversations.
• Post types - Organic or paid posts. Post type filters only apply to the last message in a conversation.
  • Filter by organic to find public replies and comments on your organic posts. This is very useful for filtering Facebook and Instagram conversations.
  • Filter by paid to find public replies and comments on your ads, including on Instagram dark posts.
• Teams - Any team or teams that you belong to.

Enterprise members can also filter on the following:

• Topics - Conversations labeled with certain topics.
• Contact groups - Contacts labeled as part of a specific group.

Tip: If you want to quickly filter conversations by channel, select Channels at the top to see all your channels, each with the number of new and pending conversations. Select the channels you want to see conversations for in your view.

Save a filter

Save filters so your team can use them and save time.

1. Select Filters and choose what you want to display in your view.
2. Select the three dots on the top right , and then select Save new filter.
   
3. Enter a name for your filter and select Save.

Edit a saved filter

To edit a saved filter, select it from Saved filters. Update your filter options, and then select Save.

Manage saved filters

To manage your saved filters, select the three dots on the top right , and then select Manage filters. For each saved filter, you have the following options:

• Duplicate - Make a copy of the saved filter.
• Edit name - Rename your saved filter.
• Delete - Remove the saved filter.

Change the sort order of the queue

You can sort the queue by selecting Newest first or Oldest first in the New or Pending queue.

Inbox 2.0 uses both the time a conversation moved to the New queue and prioritization rules to sort conversations.

Show or hide cross-channel conversation history

Cross-channel conversation history shows a contact’s conversations across all channels and networks. This means you don’t have to ask a contact for already provided information, and it lets you know if the contact has been working with another agent.

Channel icons at the top of the conversation view indicate whether the history for this contact is available on multiple channels.

You can show or hide the cross-channel conversation history view by selecting or clearing the All channels checkbox under View.

Show or hide audit trails in conversations

Audit trails show past actions performed on a conversation, who performed them, and the time of the action. Audit trails can give you insight into whether agents are handling conversations according to your organization’s policies.

You can show or hide audit trails by selecting or clearing the Audit trails check box under Conversation view.