Search, Selection & Sorting
Every control in the Inbox toolbar — search, sorting, bulk selection, export and adding a contact.
The toolbar sits above the conversation list. The left side names the view you are in; the right side holds the actions.
docs/screenshots/inbox/toolbar-annotated.png| Icon | Action | What it does |
|---|---|---|
| 🔍 | Search | Find tickets by contact name or phone number |
| ✅ | Select Chats | Turn on selection mode for bulk actions |
| ⬇️ | Download Chats | Export conversation history |
| 🔄 | Refresh | Reload the list |
| ➕ | New | Add a WhatsApp contact and start a conversation |
Below them, a second row shows the count for the current view on the left and the sort control on the right.
The count comes from the server, so it reflects the entire view — not just the rows loaded so far. While a search is running it shows the number of matching rows instead. In Spam it counts contacts, because that tab lists one row per contact.
Filtering is not in this toolbar. Channel, lifecycle, label, user and team filters live in the sidebar — see Sidebar Filters.
Search
Click the search icon. The search bar slides over the toolbar.
Type a contact name or phone number. Results narrow as you type.
Click the ✕ to clear the search and restore the full view.
Search runs within the current view. To search everything — open and closed — switch to All first.
Sorting
| Group | Options |
|---|---|
| Message received | Newest first · Oldest first |
| Message created | Newest first · Oldest first |
Newest first is the default and suits day-to-day work. Switch to oldest first when you are hunting for tickets that have been waiting too long.
Bulk Selection
Click the select (✅) icon. Checkboxes appear on every row.
Tick the tickets you want to act on.
Apply the action — assigning several tickets to one person at once is the common case.
Click the select icon again to leave selection mode.
Selection mode is cleared automatically when you switch views. It is not offered in Spam — a flagged contact's tickets are already closed, so there is nothing to assign.
Exporting
Click the download icon to export conversation history.
Set the constraints — date range, message types and the filters currently applied — and download the file.
Exports can include private notes depending on the message types you select. Check before sharing a file outside the company.
Messages that were deleted on WhatsApp keep their row in the export but their text is withheld — the cell reads "This message was deleted".
Adding a Contact
Click New (➕) in the toolbar.
Enter the full name, WhatsApp number, email (optional) and lifecycle stage.
Click Start Conversation.
A ticket is created immediately and appears in the Inbox.
Starting a conversation with someone who has not messaged you first means there is no open 24-hour window — your first message must be an approved template.
Refreshing
The Inbox updates live, but the refresh icon forces a reload. Use it if a colleague tells you about a ticket you cannot see, or after a bulk change made elsewhere.
Related Pages
- Inbox Views — the list before you filter it
- Sidebar Filters — channel, lifecycle, labels, users and teams
- Ticket Details