Filter & Other Tools

This section covers the tools that help you search, filter and manage conversations efficiently in the Conversation List.

1. Agent dropdown

Use this to filter conversations by a specific agent.

• It's set to All Agent by default.

• Only Super Agents can use this feature.

2. Search

Quickly find conversations by:

• Contact number

• Customer name

• Message content (keyword)

3. Filter

Click the filter icon to open a pop-up with more advanced filter options:

• Date Range: filter by conversation date.

• Inbox: choose a specific inbox.

• Label: filter by the labels used.

• Resolve By: filter by the agent who resolved the chat.

• Agent: filter by the agent handling the chat.

• AI Agent: filter by the AI involved.

• Status: filter by status: Open, Pending or Resolved.

• Pipeline Status: filter by the conversation's pipeline status.

4. Start New Chat

Start a new conversation with a customer.

• You'll need to use a message template approved by Meta.

5. Select chats (checkbox)

Select several conversations at once to take bulk actions, such as:

• Batch Resolve: resolve lots of chats in one go.

• Assign to an agent: choose an agent to handle several chats at once.

• Add Label: add a label to several chats at once.

6. Unreplied Chat

This button filters the list to show conversations that:

• You haven't replied to yet, or are still Pending.