Find and view conversations
Filter and display conversations with ease.
The left-side Inbox panel lists all conversations. Select any to open its message thread and details.
Search conversations
Select the search icon at the top of the Inbox panel.
Enter message content in the search field — e.g. "Hello" finds all conversations containing that word.
Press Enter to search.
Filter with views
Views are stackable filters that control which conversations appear in the Inbox panel.
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
The number of custom views available depends on your subscription plan.
Create a view:
Open the views dropdown → + Create view.
Configure the view:
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.
Press Save.
Edit or delete — open the views dropdown, hover the custom view, select the edit icon, then Save or Delete and confirm.
Open the views dropdown.
Hover to the left of a view and select the pin icon.
A Pinned views accordion appears at the top of the Inbox panel with a button for each pin.
Select a pinned button to filter instantly.
To unpin, hover over the pinned button and select the unpin icon.
Sort conversations
Select Select sorting in the Inbox panel.
Choose a Sort by option:
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 handed off
Optionally set Ascending or Descending order.
To clear a sort, hover over Select sorting and select the clear icon.
Priority chats
When priority assignment is enabled for the teamspace, chats from people holding the selected tags are marked as priority and surfaced at the top of the Inbox panel.
Crown badge
Priority chats show a crown badge on their conversation card.
Grouping
Pending, open, and overdue priority chats are grouped under an Active priority chats heading, above an Other chats section.
Ordering
The grouping takes precedence over your selected sort order. Priority chats with any other status, such as closed, appear in their normal place.
Live updates
If a chat's priority changes while you have the Inbox open, its badge and section update immediately, without a refresh.
Which chats count as priority — and whether they also skip the queue or bypass the assignment limit — is configured in Chat assignment.
Live updates
The Inbox panel updates in real time as activity happens, so there's no need to refresh.
New conversations
Added to the list only if they match your current view, inserted in the position appropriate for the active sort. If you're searching by keyword, new conversations won't appear until you clear the search.
Notifications
Only fire for new conversations that match your current view, so you won't be alerted about conversations outside it.
Messages, assignments, and status changes
On conversations already in the list, cause it to re-sort automatically. Conversations that no longer match your view are removed.
Multi-conversation layout
The number of conversations visible at once depends on your subscription plan.
Open up to 5 conversations side by side for concurrent handling.
Select an initial conversation to open it.
Hover over a person's avatar in the Inbox panel — the split-screen button appears.
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.
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