Inbox Filters & Views
The Inbox provides multiple tabs and filters to help organize customer conversations efficiently.
These controls allow users—especially Business Admins—to monitor, assign, and manage conversations across teams and staff.
Conversation Tabs (Status-Based Views)
The tabs at the top of the Inbox categorize conversations based on their current status.
New
- Shows new incoming conversations
- Includes chats that are not yet assigned to any team member
- This is the first place admins and agents should check
Purpose:
Ensure no customer message goes unanswered.
Assigned
- Displays conversations that are assigned to any staff member
- Includes conversations handled by other agents or teams
Purpose:
Allow admins and managers to track workload distribution.
Mine
- Shows conversations assigned to the currently logged-in user
- Helps agents focus only on their own conversations
Purpose:
Improve agent productivity and avoid confusion.
Closed
- Contains conversations that have been resolved and closed
- Closed chats are read-only and used for reference
Purpose:
Maintain a clean Inbox and track completed interactions.
Filters (Admin & Manager Controls)
Filters allow you to narrow down conversations based on staff and teams.
🔐 These filters are especially useful for Business Admins and Managers.
All Staff Filter
- Allows viewing conversations handled by:
- All staff members
- Business admins
- Individual agents
Business Admin View:
Admins can monitor conversations across the entire organization or focus on a specific staff member.
All Teams Filter
- Allows filtering conversations by team
- Useful when multiple teams handle different types of customer queries
Business Admin View:
Admins can analyze performance and workload at the team level.
Role-Based Visibility
Since you are logged in as a Business Admin:
- You can view conversations from all staff members
- You can switch between individual staff and teams
- You have full visibility across the Inbox
Other roles may have limited access depending on permissions.
Why These Filters Matter
Using tabs and filters helps you:
- Monitor team performance
- Balance workload across staff
- Quickly locate specific conversations
- Maintain operational clarity at scale
What’s Next?
Now that you understand the Inbox views and filters, continue to
Conversation Lifecycle to learn how chats move from New to Closed.