Why it matters
Filtering by user helps you monitor workload, review assigned conversations, and track activity for individual team members. This improves oversight and allows focused management of conversation queues.
Key Concepts
User view: A filtered view of the Omnichannel Inbox showing conversations assigned to a specific user.
Conversation filters: Options that show Open, Automated, or Closed conversations within the selected user’s inbox.
Action icons: Buttons beside the user’s name used to start new conversations or initiate calls.
Step-by-Step: Filter by User
Open the Omnichannel Inbox.
In the side menu, click Users.
A dropdown list of all users in your organisation appears.
Select the user you want to view.
The Inbox updates to show only that user’s conversations.
Step-by-Step: Apply Conversation Filters
While in the selected user’s view, use the top filters.
Choose Open, Automated, or Closed to refine the conversation list.
Step-by-Step: Start a New Conversation from a User View
In the user view, locate the purple pencil icon beside the user’s name.
Click the icon to start a new conversation for that user.
Step-by-Step: Start a Call from a User View
Click the phone icon beside the user’s name.
Select the channel you want to call from.
Continue the call setup as prompted.
Tips and Best Practices
Use user filtering to monitor workload distribution.
Combine user view with Open/Closed/Automated filters for more targeted insights.
Start new conversations or calls directly from user view to simplify workflows.
Troubleshooting
Issue | Possible Cause | Fix |
User list is missing | Permissions do not allow user-level inbox access | Contact your Whippy administrator for access |
No conversations appear | User has no assigned conversations or filters are applied | Clear filters or verify the user’s assignment |
Cannot start a call | No channel selected or call permissions missing | Select a channel and check permissions if needed |
Related Guides
Navigating the Omnichannel Inbox
Assigning and Reassigning Conversations
Filtering Conversations in the Omnichannel Inbox