Conversations & Messaging
Conversation Filters & Assignment
Filter your inbox and assign conversations so nothing slips through.
When your inbox fills up, filters and assignments are how you keep things organized and ensure every contact gets a response.
Filtering Your Inbox
At the top of Conversations, filter by:
- Status — Open, Closed, All
- Channel — SMS, Email, Call, Facebook, Instagram, WhatsApp, Web Chat
- Assignment — All, Unassigned, Mine, or a specific team member
- Read status — Unread only
- Starred — conversations you've flagged
- Date range and Contact tags
Combining filters helps your team focus. For example: Unassigned + Unread surfaces the newest conversations that need a first response.
Assigning Conversations
Manually:
- Open a conversation.
- Click the Assignee field in the upper right.
- Select the team member.
Automatically via Automation: Use the Assign to User action triggered by a form submission, tag, or any other event.
Closing Conversations
When a conversation is resolved, mark it Closed. It moves out of your active inbox but stays searchable and can be reopened anytime.
Starring Priority Conversations
Click the star icon on any conversation to flag it. Filter by Starred to return to it quickly.
Team Best Practices
- Review Unassigned daily — every unassigned conversation is a potential lead without a response.
- Close resolved conversations to keep your inbox clean.
- Build filter habits instead of scrolling when volume is high.