Inbox Filters

Inbox Filters make it much easier for you to stay organized and locate the conversations you need to find.

Important Section

The Important section includes your top pinned filters: Me, Awaiting, and All Unresolved. Any saved filters or custom views you star will also appear here.

Me

The Me filter surfaces conversations related to your own activity, making it easy to find conversations assigned to or involving you.

Within the Me filter, the following sub-filters are available:

• All Conversations: Shows both open and resolved conversations assigned to you.
• Subscribed: Shows unresolved conversations from channels you follow in Settings > Personal Settings > Subscribed Channels, sorted so the longest-waiting customer appears first.
• Participating: Shows conversations where you have at least one reply, have been mentioned in a note, are assigned, or have selected the Follow button.
• Mentioned: Shows conversations where you were mentioned in an internal note.
• Resolved: Shows resolved conversations assigned to you.
• Archived: Shows archived conversations assigned to you.
• On Hold: Shows assigned conversations with an active reminder.
• Auto-Resolved: Shows conversations assigned to you that were resolved by a bot or Re:amaze Assistant.

Awaiting

The Awaiting filter shows unresolved conversations that are either assigned to you or unassigned. This smart filter uses machine learning to surface conversations that most urgently need attention, based on a combination of timestamps, thread size, message volume, and message frequency. Because it treats all channels equally, it helps you assist customers without favoring one channel over another.

All Unresolved

The All Unresolved filter shows every unresolved conversation across all channels, regardless of assignment. It can also be broken down by chats and emails. This filter is a good starting point at the beginning of your day if you prefer a focused view over the broader All Conversations filter.

You can star any filter, sub-filter, or custom view to add it to the Important section.

Conversation state filters

State filters give every team member access to the same core set of conversation views. This consistency makes it easier to coordinate with teammates and reduces confusion.

Here are the main filters:

• All Conversations: Shows every conversation, both open and resolved, in chronological order. This is useful for understanding your overall workload in the context of what has come in before.
• All Archived: Shows archived conversations across all channels. Archived conversations do not appear in other filters.
• On Hold: Shows conversations with an active reminder set. When a reminder's date and time is reached, the conversation moves out of On Hold and back into an open or unresolved filter.
• Resolved: Shows all resolved or closed conversations. This includes two sub-filters: the Auto-Resolved (conversations resolved by Re:amaze Assistant) and Chatbot Resolved (conversations resolved by a chatbot).
• All Chat: Shows conversations initiated through the chat widget.
• Outbound: Shows conversations started by a staff user by using the New Message button at the top left corner of the dashboard.

To read about the various conversation states that affect these filters, see this article: Understanding Conversation States.

Channel Filters

Your Re:amaze channels appear in the dashboard under their respective brands. If you only have one brand, only one brand will be shown.

Expanding a channel filter shows only conversations that belong to that channel. This is the recommended way to isolate specific types of conversations such as emails, Facebook messages, Instagram comments, tweets, or SMS messages. Keep in mind that live chat conversations originating from your embedded website widget are always tied to an email address, so selecting the corresponding email channel filter will help you locate them. Each channel filter includes the same set of state filters found on the main dashboard.

Assignee Filters

Assignee filters show all conversations, both resolved and unresolved, that are assigned to a specific team member, sorted in reverse chronological order.

Tags Filter

Tags function as labels or folders. Selecting a Tag filter will show you conversations that belong to that tag and that tag only. Tag filters also have a subset of state filters to help you more easily navigate to certain types of conversations.

The conversations shown in a Tag filter can be affected by the channel filter you were previously viewing. For example, if you were viewing a Facebook channel and then select a Tag filter, only tagged conversations within that Facebook channel will appear.

To learn more about how Tags work, see this article.