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The conversation list has three ways to narrow down what you see: views, filters, and search. You can combine them to zero in on exactly the conversations you need.

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Views

Views are the top-level slices of your inbox. Which ones you see depends on your role.

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Filters

Filters narrow the current view. You can select several values in one filter (they combine as “any of”), and stack different filters together (they narrow the results).
The Campaigns filter is the quickest way to see who you’re talking to from a specific campaign — select the campaign and the list narrows to those conversations.
Inbox filter panel with ticket status, ticket number, teams, campaigns, shortcuts, and channel filters Type in the search bar to look up conversations. Search matches:
  • Customer name
  • Phone number or handle
  • Campaign name — to surface the recipients of a specific campaign, including people who were sent a message but haven’t replied yet.
Search doesn’t look inside message content, and it doesn’t search by ticket number. To find a conversation by its ticket number, use the Ticket Number filter above.

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Sorting

The conversation list is always sorted by most recent activity first, so the conversations that need attention rise to the top automatically. There’s no manual sort option.