Why it matters
Viewing conversations by channel helps you monitor communication volume and engagement across different mediums (such as SMS, Email, or Voice AI). It also allows teams to focus on one channel at a time — useful for channel-specific workflows, reporting, or troubleshooting.
Key Concepts
Channel: The medium through which communication occurs — for example, SMS, Email, Voice AI, or other integrated channels.
Inbox Sub-Navigation Bar: The vertical menu on the left side of the Omnichannel Inbox that lets you filter and view conversations by type, status, or channel.
Active Channel Indicator: The visual cue showing which channel is currently being viewed — it appears highlighted in the sub-navigation bar and displayed at the top of the dashboard.
Step-by-Step: View Conversations by Channel
Go to your Omnichannel Inbox.
Click this link to open it directly.
Locate the Inbox Sub-Navigation Bar.
On the left side of the screen, find the white sub-navigation bar that lists conversation views and filters.
Expand the Channels section.
Under the Channels heading, click the dropdown arrow to view all available communication channels in your organization.
Select a channel.
Click on the channel whose conversations you want to view.
The main Inbox view will update to show all conversations associated with that specific channel.
Confirm which channel you’re viewing.
The selected channel will be highlighted in the sub-navigation bar.
The channel name will also appear at the top of the dashboard, above the conversation list.
Tips and Best Practices
Use channel filtering to monitor specific workflows (e.g., reviewing only Voice AI or SMS conversations).
Combine channel filters with date range filters for more detailed performance analysis.
If you don’t see all channels, click the dropdown arrow to expand the full list.
Use the channel view to compare engagement volume and response times across different communication types.
Troubleshooting
Issue | Possible Cause | Fix |
Channel not visible | Dropdown collapsed | Click the arrow beside “Channels” to expand the list. |
Wrong channel displayed | Previously active filter applied | Check which channel is highlighted or displayed at the top of the Inbox. |
No conversations showing | Channel has no recent messages | Confirm activity exists for that channel or adjust the date range filter. |