Filter and sort your queues

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

You must have one of the following roles to filter and sort conversations in Inbox:

• Be an organization Super Admin or Admin.
• Have Team Admin, Unlimited, or the custom team permission to Filter conversations in Inbox for the team whose conversations you want to filter or sort.

Filter your conversation view

To narrow the types of conversations that appear in your queue, go to Inbox, and then select Filters at the top of the queue.

Depending on your plan type, you can filter on any of the following:

• Channels - Conversations that took place on specific channels.
  
  Tip: If you want to quickly filter conversations by channel, select Channels at the top of the page. You'll 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.
• Assigned to agents - Conversations assigned to one or more selected agents, those that aren't assigned to an agent (you'll still see those assigned to a team), and those assigned to you.
• Assigned to teams - Conversations assigned to one or more selected teams.
• Message types - All, public posts, private posts, mentions, search queries, or reviews. This can help identify customer service conversations. (Note that any search queries in the Inbox queue prior to August 4, 2026 are still categorized as public messages.)

  Tip: You can filter Google Business Profile reviews by star rating, review type (rating and comment, or rating only), or both.

• Post types - All, organic, or paid posts. These 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 helpful when filtering Facebook and Instagram conversations.
  • Filter by paid to find public replies and comments on your ads, including on Instagram dark posts.
• Posts - Conversations that are tied to specific posts. Select the social channel that you want to see conversations for, the month you want to review, and then select a post.
• Reviews - Google Business Profile reviews.
• Search queries - Conversations returned in a saved search query. Learn more about using search queries.
• Teams - Any team or teams that you belong to, or any conversations not assigned to a team.

Advanced and Enterprise members can also filter on the following:

• Sentiments - Members with Advanced Inbox can filter conversations by sentiment (positive, negative, neutral, or no sentiment).
• Topics - Conversations with specific topics applied.
• Contact groups - Contacts labeled as part of a specific group.

You can save filtered inbox and access it later. Learn more about creating a custom inbox.

Note: A team's filtered view includes conversations already assigned to a team member, as well as conversations that are Unassigned. A conversation becomes part of a team as soon as it's routed there (through automation or fallback settings), so it stays visible under that team's filter even before anyone has claimed it.

Change the sort order of the queue

You can sort the queue by selecting the Queue actions, and then selecting Newest first or Oldest first.

Inbox sorts conversations using both the time a conversation moved to the New queue and prioritization rules.

Note: When sorting messages by date, Inbox uses the date when a conversation changed status, and not when the most recent message in the thread was received. This may impact message order, with some messages with an older date appearing before a message with a newer date.