> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/modules/inbox/find-and-view-conversations.md).

# Find and view conversations

The left-side Inbox panel lists all conversations. Select any to open its message thread and details.

***

## Search conversations

1. Select the search icon at the top of the Inbox panel.
2. Enter message content in the search field — e.g. "Hello" finds all conversations containing that word.
3. Press **Enter** to search.

***

## Filter with views

Views are stackable filters that control which conversations appear in the Inbox panel.

{% tabs %}
{% tab title="Default views" %}

| View                     | Shows                                       |
| ------------------------ | ------------------------------------------- |
| All active conversations | Livechats and tickets with an active status |
| Active livechats         | Livechats with an active status             |
| Active tickets           | Tickets with an active status               |
| My inbox                 | Conversations assigned to you, any status   |
| AI chats                 | Chats not yet transferred from an AI agent  |
| {% endtab %}             |                                             |

{% tab title="Custom views" %}
{% hint style="info" %}
The number of custom views available depends on your subscription plan.
{% endhint %}

**Create a view:**

1. Open the **views dropdown** → **+ Create view**.
2. Configure the view:

| Field            | Description                                                                                                        |
| ---------------- | ------------------------------------------------------------------------------------------------------------------ |
| **Emoji**        | Optional icon beside the view name.                                                                                |
| **View name**    | The display name for the view.                                                                                     |
| **Availability** | **Teamspace view** shares it with everyone; **Private view** is yours only.                                        |
| **Conditions**   | One or more Field / Operator / Value conditions. Select **+** to add, **+ Add condition group** for grouped logic. |

3. Press **Save**.

**Edit or delete** — open the views dropdown, hover the custom view, select the edit icon, then **Save** or **Delete** and confirm.
{% endtab %}

{% tab title="Pin a view" %}

1. Open the **views dropdown**.
2. Hover to the left of a view and select the pin icon.
3. A **Pinned views** accordion appears at the top of the Inbox panel with a button for each pin.
4. Select a pinned button to filter instantly.

To unpin, hover over the pinned button and select the unpin icon.
{% endtab %}
{% endtabs %}

***

## Sort conversations

1. Select **Select sorting** in the Inbox panel.
2. Choose a **Sort by** option:

| Option                   | Sorts by                                                         |
| ------------------------ | ---------------------------------------------------------------- |
| Creation date            | When the conversation was created                                |
| Latest message           | Most recent message time                                         |
| Person's wait time       | How long the person has been waiting                             |
| Time since human handoff | Time since the [AI agent](/docs/modules/ai-agents.md) handed off |

3. Optionally set **Ascending** or **Descending** order.

To clear a sort, hover over **Select sorting** and select the clear icon.

***

## Multi-conversation layout

{% hint style="info" %}
The number of conversations visible at once depends on your subscription plan.
{% endhint %}

Open up to 5 conversations side by side for concurrent handling.

1. Select an initial conversation to open it.
2. Hover over a person's avatar in the Inbox panel — the split-screen button appears.
3. Select it to open that conversation in its own panel.

To close a panel, select the close icon on its top right, or re-select its split-screen button in the list.