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Conversations

How to filter conversations and mark them as read or unread

In Conversations, use the filter icon to show only the conversations you need (owner, mentions, channel, tags, last message direction). To mark one as read, reply or click the mark-as-read icon at the top of the conversation; for several, select them and use the bulk actions bar.

Updated on

Before you start

  • You need access to Conversations.
  • To filter by tag, your contacts need tags. You can create them in Settings › Tags.
  • Heads up: deleting conversations is permanent. They can't be recovered.
Where to find it

Conversations › conversation list › filter icon (three lines)

Step by step

Filter the conversation list

  1. Open Conversations.
  2. Above the list, click the filter icon (three horizontal lines). The filter panel opens on the right.
  3. Add a rule and choose its type:
    • Assigned: the conversation owner (or Logged In User, so each person sees their own).
    • Follower: conversations a user is following.
    • Mention: conversations where someone was @mentioned.
    • Last Message Direction: Inbound (from the customer, waiting for a reply) or Outbound.
    • Last Outbound Message Type: Manual (written by a team member) or Automated (workflow or campaign).
    • Last Message Channel: SMS, email, calls, voicemail, website chat, WhatsApp, Facebook, Instagram and more. You can pick several.
    • Tag: the contact's tags.
  4. Choose the condition Is (include) or Is not (exclude), then the value (user, channel, tag…).
  5. To combine rules, use AND (all must match) or OR (any can match). You can create several rule groups and join them with AND/OR too.
  6. Apply. The list updates instantly.

Sort the list

  1. Click the sort icon (up and down arrows).
  2. Choose, for example, Latest All Messages, Oldest All Messages, Latest Manual Messages or Oldest Manual Messages (handy for finding customers no one has personally contacted in a while).

Mark a conversation as read

  1. Open the conversation. Opening it doesn't mark it as read, so no message is treated as handled without a reply.
  2. Reply to the customer or click the Mark as Read icon at the top right of the conversation.
  3. The conversation drops off the unread list.

Handle several conversations at once

  1. In the list, check the box to the left of each conversation (or the top box to select them all).
  2. In the bulk actions bar that appears, choose Mark as Read, Mark as Unread, Add Star, Remove Star or Delete.
  3. Starred conversations live under the Starred tab so you can get back to them quickly.

Tips

  • To see messages waiting for a reply, filter by Last Message Direction › Inbound.
  • To see only website chat, filter by Last Message Channel › Live Chat.
  • If you want a conversation out of sight without losing it, archive it instead of deleting it.

Common problems

  • I open the conversation and it stays unread → That's expected. Reply, or click Mark as Read at the top of the conversation.
  • Conversations disappeared from the list → A filter is active. Open the filter panel and remove the rules.
  • My filters were gone when I came back → Filters only last for your current session. Reapply them when you return to the inbox.
  • I deleted a conversation by mistake → Deleted conversations can't be recovered. Going forward, use Archive, which hides the conversation without deleting anything.

Frequently asked questions

What's the difference between Assigned and Follower?

Assigned is the conversation's main owner. Follower is someone added to keep an eye on it or help out.

Can conversations be marked as read automatically?

Yes, with a workflow in Automation › Workflows using the edit conversation action, which can mark it as read or unread and archive it.

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