Why it matters
Filtering and sorting help you focus on the right conversations at the right time. Use tabs to narrow results by status, then sort to surface newest, oldest, or unread conversations quickly.
Key Concepts
Omnichannel Inbox: Central workspace that lists all conversations across channels.
Tabs: Quick filters for conversation status: Open, Automated, Closed.
Sort Menu: Controls the order of results: Newest, Oldest, Unread.
Search Bar: Field at the top of the Omnichannel Inbox for keyword, contact, or number searches.
Step-by-Step: Apply Filters and Sorting
Open the Omnichannel Inbox.
Choose a status tab to filter:
Open: Active conversations that require attention.
Automated: Conversations handled by workflows or AI.
Closed: Resolved conversations that no longer need action.
Click the Sort button beside the Omnichannel Inbox search bar.
Select a sort option:
Newest: Shows the most recent activity first.
Oldest: Shows the earliest activity first.
Unread: Prioritizes conversations with unread messages.
Combine search, tab, and sort for a precise view if needed.
Tips and Best Practices
Start with Open to focus on work in progress, then switch to Unread to catch anything new.
Use Automated to review workflows and confirm expected behavior.
Check Closed when you need historical context or to confirm resolution.
Adjust sorting after applying a tab filter to surface the most relevant threads.
Troubleshooting
Issue | Possible Cause | Fix |
No conversations shown | Tab or sort is too restrictive | Switch tabs or change sorting to Newest. Clear the search bar if used. |
Unread not appearing at top | Different sort mode selected | Reopen the Sort menu and choose Unread. |
Seeing unexpected results | Old search term still applied | Clear the search bar and reapply your tab and sort. |