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What it is for

With many chats, you need to see only what matters right now. The tabs separate them by status; the filters and search narrow them down.

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Who can use it

Everyone who has access to Chats uses tabs, filters, and search. The list shows only the inboxes released to you.

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Where to click

In Chats, at the top of the list: the Search conversations… field, the tabs, and the filter buttons.

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Step by step

1

Choose the tab

On the bar: Waiting, All, Mine, and Groups. Under More are Unread, SLA breached, Favorites, Pinned, Muted, Snoozed, Resolved, and Archived.
2

Filter by inbox or channel

Use the Inboxes selector (or Filter by channel) to see only one number or a group of numbers. The filter appears as a chip; remove it to go back to all.
3

Filter by tag

Click Filter by tags, check the tags, and choose Any tag or All tags. Clear removes the filter.
4

More filters

There is also the Agent filter (with the No owner option) and the Priority filter. On some tabs, the With open cart filter appears.
5

Search

Type in the search field. The text searches the contact’s name and the messages; the result separates Chats from Also in messages.

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What each tab shows

  • Waiting: people who wrote and don’t have an owner yet. Start here.
  • Mine: the chats where you are the owner.
  • All: all chats in progress.
  • Unread: what you haven’t read yet.
  • SLA breached: only appears if SLA is on. See SLA and priority.
  • Resolved: closed chats. They leave the working tabs.
  • Groups: WhatsApp group chats. See WhatsApp groups.
When you hover over a chat, the Actions menu offers Pin to top, Favorite, Mute, Archive, Mark as unread, and Snooze…. There is a limit of 500 favorite chats.

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What happens next

The inbox, tag, and agent filters stay applied when you reload the page, and the last tab you chose is saved for you. A Snoozed chat leaves Waiting, Mine, and All and comes back at the chosen time (for example 1 hour, Tomorrow, 9 AM, or Monday, 9 AM); the SLA pauses until then. You can write a reminder.

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Common errors

  • No chats for this filter. or No conversation matches the search. Click Clear search or Clear filter.
  • No conversations with these tags. Switch to Any tag.
  • No connection — trying to reconnect… The chats already loaded stay, but may be outdated. Use Try again.
  • No inbox released to you. Ask the organization’s Owner.
  • Delete conversation is only for the Owner or an Admin.

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Next step