Query Language

Use structured query syntax in the Inbox search to filter conversations precisely. Enable Query Mode (the # button next to the search field) to use these filters.

Syntax

A query is a series of key:value tokens separated by spaces. Tokens can be combined with logical operators (AND, OR, NOT). Text without a colon is treated as free-text search across messages, emails, and metadata.

status:agent,escalated
-status:resolved priority:high
channel:widget,telegram tag:billing
assigned:me sort:priority
user:alice@example.com status:all

Logical Operators

Operator	Syntax	Description
AND	space	Default. Multiple tokens separated by spaces — all conditions must match. `status:agent priority:high`
OR	comma in value	Multi-value within a filter — any of the listed values matches. `status:agent,escalated` · `channel:widget,telegram`
NOT	minus prefix	Exclude matches. Prefix the key with `-`. `-status:resolved` — all conversations except resolved.

Filter Reference

Filter	Values	Description
status:	agent · active · escalated · resolved · all	Conversation status. Supports multi-value: `status:agent,escalated`. Use `all` to remove the status filter.
priority:	low · normal · high · urgent	Priority level.
channel:	widget · telegram · whatsapp · slack · discord · email · zendesk · zendesk_messaging · intercom · freshdesk	Source channel type. Supports multi-value: `channel:widget,telegram`. Filters by provider type — useful when you want all conversations from a category.
integration:	integration UUID	Filter by a specific integration instance (e.g., one of two widgets connected to the same agent). Use this when channel: is too broad. Clickable from conversation card → filters by exact widget/telegram/etc. instance. Example: `integration:9f3a...c2`
tag:	any tag name	Exact tag match (uses Postgres array overlap, not text search). Combine multiple: `tag:billing tag:vip`.
user:	ID, email, name, visitor_id	Find all conversations from a specific user. Matches against user ID, visitor ID, email, name, and external ID.
assigned:	me · none · email	Assignment filter. `me` = your conversations.`none` = unassigned conversations.
sort:	newest · oldest · priority · created	Sort results. `newest` / `oldest` by last message,`priority` by priority level, `created` by creation date.
prop.<key>:	any value	Custom contact property. Keys are defined in Agent Settings → Contact Properties. Example: `prop.plan:enterprise`

Examples

status:agent,escalatedAgent OR escalated (multi-value OR)

-status:resolvedAll conversations except resolved (NOT)

channel:widget,telegram tag:billingWidget or Telegram conversations tagged "billing"

assigned:me priority:highYour high-priority conversations

assigned:none status:escalatedUnassigned escalated conversations

sort:priority status:agentAgent conversations sorted by priority

user:alice@example.com status:allAll conversations for a specific user (any status)

tag:billing tag:vipConversations tagged with both billing AND vip

prop.plan:enterprise -status:resolvedEnterprise customers with active conversations

-priority:low channel:widgetWidget conversations excluding low priority

In the Inbox, click the # button next to the search field to enable Query Mode. In regular mode, the search field does a plain text search across names, emails, and message content.