Filters in Team Inbox

Filters help you focus on the conversations that need attention without changing or deleting any chat. You can narrow the inbox by WhatsApp number, owner, messaging-window expiry, or AI-generated customer information.

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Choose the right filter

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Search conversations

Enter a contact name or phone number in Search conversations. Search works together with active filters, which is useful when you need to find one customer inside a filtered list. Select the x in the search field to remove only the search text. Your other filters remain active.

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Filter by channel

Use Channels to display conversations from one or more connected WhatsApp numbers. The list includes every number you can access and shows its channel type: The beginning of the list shows COEX and API numbers: Scroll down to see APP numbers:

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Filter by assignee

Use Assignee to find conversations owned by specific workspace members. This helps managers review workloads and helps agents focus on the chats they are responsible for. You can select one or more assignees:

• Select one member to review that person’s queue.
• Select multiple members to review a team’s combined workload.
• Use is known in All filters to show assigned conversations.
• Use is unknown to find conversations that do not have an owner.

Click Done after making your selection.

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Filter by messaging-window expiry

Use Expire time to prioritize conversations before the WhatsApp messaging window closes. Choose the time range that matches your workflow:

• 3h: Work on the most urgent conversations first.
• 6h: Plan the current support or sales shift.
• 12h: Review conversations that may need attention later in the day.

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Filter by AI properties

AI properties are customer details extracted or maintained by Eazybe AI, such as Urgency Level, Conversation State, Issue Category, or Stage. The exact properties available depend on your workspace configuration. AI-property filters help you create useful customer segments, for example:

• High-urgency conversations that need immediate attention
• Customers in a specific sales stage
• Conversations with a known issue category
• Contacts whose property is still unknown and needs review

Choose an AI property in All filters, select an operator, and select values when required.

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Use All filters

Click All filters when you need more control than the quick filters provide. The editor shows every active condition, including conditions created through Channels and Assignee. In All filters, you can:

• Change the property being filtered
• Choose how values should match
• Add more conditions with + Add condition
• Create alternative groups with + Add OR group
• Remove individual conditions
• Clear every active filter

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Filter operators

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Combine conditions with AND and OR

Conditions in the same group use AND logic. A conversation must match every condition in that group. For example, Urgency Level is known AND Channels is any of Support Number returns conversations that have an urgency value and came through the selected support number. Click + Add OR group when either set of conditions may match. For example, use separate groups to show conversations assigned to Alice OR conversations received through the Support API channel.

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Apply a filter

Open All filters again to review every active condition and the current match count:

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Save filters as a view

After applying at least one filter, click Save as view in the result bar. Select a saved view in the left sidebar to restore its filters. If you change an active saved view, use Update view to replace its saved configuration.

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Clear filters

• Click Clear filters in the full editor to remove every conversation filter.
• Click Clear in the result bar to return to the unfiltered All conversations list.
• Removing search text does not clear the other active filters.

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Troubleshooting