> 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.

***

## Priority chats

When [priority assignment](/docs/settings/teamspaces/chat-assignment.md#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.

| Behaviour        | Description                                                                                                                                      |
| ---------------- | ------------------------------------------------------------------------------------------------------------------------------------------------ |
| **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](/docs/settings/teamspaces/chat-assignment.md#priority-assignment).

***

## Live updates

The Inbox panel updates in real time as activity happens, so there's no need to refresh.

| Activity                                  | Behaviour                                                                                                                                                                                                    |
| ----------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| 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

{% 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.