> ## Documentation Index
> Fetch the complete documentation index at: https://docs.connectly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Finding conversations

> Filter, search, and switch views to find the right conversations in your inbox — by campaign, status, ticket number, tags, and more 🔍

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.

## Views

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

| View               | Shows                                                    |
| ------------------ | -------------------------------------------------------- |
| **All**            | Every conversation in the business.                      |
| **My teams**       | Conversations belonging to teams you're a member of.     |
| **My tasks**       | Tickets assigned to you.                                 |
| **Requires agent** | Conversations waiting for a human agent to pick them up. |
| **Sofia AI**       | Conversations currently handled by Sofia AI.             |

## 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).

| Filter               | What it does                                                                        |
| -------------------- | ----------------------------------------------------------------------------------- |
| **Status**           | Show tickets that are **Open**, **Resolved**, or **Closed**.                        |
| **Ticket Number**    | Enter one or more ticket numbers (for example, `123, 456, 789`).                    |
| **Teams**            | Show conversations assigned to specific teams.                                      |
| **Campaigns**        | Show conversations tied to a specific campaign — useful for following up on a send. |
| **Channel**          | **WhatsApp**, **Messenger**, or **Instagram**.                                      |
| **Tags**             | Filter by conversation tags.                                                        |
| **Topics**           | Filter by ticket topics.                                                            |
| **Show Unread Only** | Show only conversations with unread messages.                                       |

<Tip>
  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.
</Tip>

<img src="https://mintcdn.com/connectly/UJa5MKJDpAH0E419/images/inbox/inbox-filters.png?fit=max&auto=format&n=UJa5MKJDpAH0E419&q=85&s=53215e30c4c5e5e2cf4a87ebc1172442" alt="Inbox filter panel with ticket status, ticket number, teams, campaigns, shortcuts, and channel filters" className="mx-auto" style={{ width:"40%" }} width="814" height="1544" data-path="images/inbox/inbox-filters.png" />

## Search

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.

<Note>
  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.
</Note>

## 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.