Add image here: Add a screenshot showing Lists, Search conversations, Channels, Assignee, and All filters. Save it as
/images/team-inbox/filters-overview.png.Use the Inbox lists
Open Lists and choose the queue that matches your work.
Counts beside a list show how many conversations are currently in it. You can collapse an individual section or the entire Lists panel.
Additional lists can appear for AI labels, advertisements, broadcast workflows, and AI-agent stages. See Start New Chats and Review Acquisition Conversations and Use AI Features.
Search by name or phone number
Enter a customer name or phone number in Search conversations. Search works inside the selected list and together with active filters. Select the x in the search field to remove only the search text. The selected list and other filters remain active.Add image here: Add a screenshot showing a name/number search and the x clear control. Save it as
/images/team-inbox/search-conversations.png.Use quick filters
Quick filters appear on standard Inbox lists such as All conversations, Favorites, Assigned, Unassigned, Assign to me, and Closing window. They are not shown for specialized AI-label, advertisement, broadcast, or AI-agent-stage results.Filter by Channels
Channels limits results to one or more WhatsApp numbers you can access.
A disconnected marker identifies a number that needs to be reconnected. You may still be able to read its existing history, but sending is unavailable.
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Open Channels
Select Channels above the conversation list.
Add image here: Add a screenshot showing the Channels button above the conversation list. Save it as
/images/team-inbox/filters-open-channels.png.2
Find and select numbers
Search by name or number, select one or more channels, or use Select All.
Add image here: Add a screenshot showing channel search, APP/API/COEX badges, checkboxes, and Select All. Save it as
/images/team-inbox/filters-select-channels.png.3
Apply the selection
Select Done. The result can include a conversation from any selected channel.
Add image here: Add a screenshot showing selected channels and the Done control. Save it as
/images/team-inbox/filters-apply-channels.png.Filter by Assignee
Assignee shows conversations owned by one or more workspace members.1
Open Assignee
Click Assignee above the conversation list.
Add image here: Add a screenshot showing the Assignee quick filter. Save it as
/images/team-inbox/filters-open-assignee.png.2
Choose team members
Search by name and select one member for an individual queue or multiple members for a combined queue. Use Select All when every available member should match.
Add image here: Add a screenshot showing search, multiple selected members, and Select All. Save it as
/images/team-inbox/filters-select-assignees.png.3
Apply the assignee filter
Click Done. Use Clear in the menu to remove its draft selections.
Add image here: Add a screenshot showing the selected assignees and Done. Save it as
/images/team-inbox/filters-apply-assignees.png.Use All filters
Open All filters for expiry time, advanced assignment rules, channels, and configured AI customer properties.Add image here: Add a screenshot showing two conditions, operators, values, and an OR group. Save it as
/images/team-inbox/filters-all-filters.png.Available properties
Operators
Expire time and Channels use is any of or is none of. Assignee and supported AI properties can also use is known and is unknown.
Combine conditions with AND and OR
Conditions inside one group use AND logic: a conversation must match every condition in that group. For example, Channels is any of Support API AND Assignee is unknown finds unassigned conversations on that number. Select + Add condition to make the current group more specific. Select + Add OR group when either group can match. For example, one result can include unassigned conversations on Support API OR conversations assigned to the Sales Manager.Apply and review filters
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Build the conditions
Choose a property, operator, and values for each rule.
Add image here: Add a screenshot showing property, operator, and value controls. Save it as
/images/team-inbox/filters-build-conditions.png.2
Check the match count
Review the result count in the filter editor before applying.
Add image here: Add a screenshot showing the match count at the bottom of All filters. Save it as
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Select Done
The conversation list refreshes with the committed conditions.
Add image here: Add a screenshot showing the Done control with configured conditions. Save it as
/images/team-inbox/filters-select-done.png.4
Review active filters
Quick-filter buttons show their active state. All filters shows a badge for active conditions not already represented in the quick row.
Add image here: Add a screenshot showing active quick filters and the All filters badge. Save it as
/images/team-inbox/filters-review-active.png.Save filters as My views
Admins and managers can save an active filter as a private view.1
Apply at least one filter
The Save as view bar appears after a filter is active.
Add image here: Add a screenshot showing an active filter and the Save as view bar. Save it as
/images/team-inbox/views-save-bar.png.2
Name the view
Use a clear name, such as Unassigned support chats closing today.
Add image here: Add a screenshot showing the view-name field. Save it as
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Save
The view stores the complete configuration, including operators, selected values, quick filters, and AND/OR groups.
Add image here: Add a screenshot showing the Save view control and the new item under My views. Save it as
/images/team-inbox/views-save-view.png.Saved views are currently private to their creator. Shared workspace views are not available in the current Team Inbox interface. Saved views are not shown to Employee-role users.
Clear filters
- Select Clear filters in the full editor to remove all conversation-filter conditions.
- Select Clear in the saved-view result bar to leave the saved view and return to unfiltered All conversations.
- Clear the search field separately if it still contains text.
If the result is empty
Check these items in order:- Clear the search text.
- Open All filters and remove one condition at a time.
- Put alternatives in separate OR groups instead of the same AND group.
- Confirm the selected channel is connected and available to you.
- Confirm the conversation belongs to the currently selected list.