Search & Filters
Find any conversation in the Inbox with free-text search, the state selector, and composable filters.
Free-Text Search
The search field above the conversation list searches your whole organization — customer email, subject, message content, tags, phone numbers, and conversation IDs. While a search is active, results deliberately widen past the current view's filters, so a match is never hidden by the folder you happen to be in. Clear the search to return to the filtered list.
State Selector
One dropdown in the list header covers the whole conversation lifecycle:
| State | Description |
|---|---|
| Any state | No lifecycle filter — shows everything the current view contains. |
| Open | Active conversations — awaiting a reply or being worked on. |
| Snoozed | Parked conversations. They automatically return to Open when the customer sends a new message. |
| Closed | Resolved conversations. |
Spam and Archived are sidebar folders, not states — a conversation is moved there rather than passing through them in its lifecycle.
Filters
The + Filter button adds filter axes on top of the current view. Each applied filter becomes its own removable chip above the list, and applied filters are reflected in the URL — a filtered list can be bookmarked or shared.
| Filter | Description |
|---|---|
| Channel | Filter by connection (e.g. one of two Telegram bots) or by channel type — widget, Telegram, WhatsApp, Slack, Discord, email. Multi-select: the list shows conversations from any of the selected channels. |
| Assignee | A specific teammate, or Unassigned for the shared queue. |
| Tag | One or more tags. Multi-select: matches conversations carrying any of the selected tags. |
| Priority | Urgent, High, Normal, or Low. |
Saved Views
Save the current state and filter combination as a reusable view — it appears in the Inbox sidebar so the whole team can jump to it in one click. Views also support conditions that are not available as header filters, such as filtering by custom contact properties (the Property condition — keys are defined in Agent Settings → Contact Properties).