How Custom Filters work

Custom Filters let you organize and find conversations faster by applying multiple filtering conditions at once. With this feature, agents can create views to focus on the conversations that matter most.

What You Can Filter By

You can filter and combine the following conditions:

• Agent assigned
• Team assigned
• Tags
• Channel
• Funnel
• Custom fields
• Last message date

How to Apply a Custom Filter

1. Click the Filter button.
2. Choose one or multiple conditions to apply. 
3. The conversation list will update automatically as you make selections.

4. (Only Plus Plan) Save your filter to reuse it anytime with a single click.

If you combine filters from different fields, only conversations that match all selected conditions will appear. For example, selecting team = "Sales" or "Support" and Tag = "VIP" will display any chat with the tag "VIP" that is assigned to either the Sales or Support team. 

To save a filter

Saving filters in available only for clients under the Plus Plan.

Once the filter is correctly applied, give your filter a name + Emoji and save. 

Saved filters stay visible in the sidebar, making it easy to return to your most important views without reapplying conditions each time.

Note: Saved filters are personal - each user manages their own filters. They are not shared across the account.

 

Edit or delete a saved filter

If you want to edit an existing filter, you can select the filter, apply the changes, and click on "Save". In order to delete, you can also select the filter and click on the delete button.