How do I filter conversations in the omnichannel inbox?

Last updated: November 5, 2026

Use inbox filters to narrow the conversation list and focus on the conversations you need to review.

Filter conversations

  1. Open Inbox.

  2. Choose the inbox view you want to work from.

  3. Use the available filters to narrow the conversation list.

  4. Select the filter value you want, such as a channel, user, status, or inbox category.

  5. Review the updated conversation list.

  6. Clear filters when you want to return to the full view.

When to use filters

  • Use filters to find conversations for a specific teammate.

  • Use filters to review activity from a specific channel.

  • Use filters to focus on open, automated, or closed conversations.

  • Use filters during QA or audits to inspect a narrower set of conversations.

Troubleshooting

  • If expected conversations are missing, clear all filters and search again.

  • If a filter option is not available, confirm that your account has the related channel or permission.

  • If results look stale, refresh the inbox.