Inbox filters

Under Filters in the inbox’s left column, each entry is a list of every conversation that matches its conditions, with how many there are beside it. They are for going straight to a kind of work: the customers who have a booking this week, the ones waiting to pay, the urgent ones, the ones past their reply target.

The starters depend on what your workspace has switched on, and appear by themselves when you switch something on. Everyone gets Urgent. A reply-time target (Settings → SLA) adds Past reply target. Bookings add three in your own words — “Appointments this week”, “Waiting for payment”, “Canceled appointments” for a salon; tables, classes or stays for others. A connected store adds Ordered recently and Returns and refunds. Conversation reviews add Unhappy customers. Open any of them to see exactly what it shows; hide one you do not need with Manage → Edit sidebar at the foot of the column.

1. Press + beside Filters.
2. Give it a name and pick an icon.
3. Pick the conditions — only the ones that apply to your workspace are offered: the conversation (open or solved, channel, urgent, past its reply target, active recently), bookings, orders, the customer (tag, customer stage, words they wrote), and what it was about (topic, whether they seemed unhappy).
4. The line under the form says, as you pick, exactly what it will list. Save, and it appears under Filters for whoever you shared it with.

• A conversation must match every condition you pick.
• Words are whole words in the customer’s own messages: “order” does not match “border”, and the AI Agent saying “our products” never puts a conversation in a filter. Whole means exact, so list the forms you want — “refund, refunds”.
• Topic and mood are filled in by the AI once a conversation has gone quiet, so they suit looking back; bookings, orders, urgency and the reply target are live.
• These replaced Views. Links to an old view still open the same list.