Search and filters help you work through conversations efficiently. Choose the appropriate work queue first, then search available customer details or narrow by status.
Before you start
You need access to the relevant inbox. Results depend on the channels and inboxes your account is allowed to see.
Steps
- 1
Choose a conversation list
Open Inbox and switch between all conversations, those assigned to you and unassigned conversations as needed.
- 2
Use search
Enter an available customer name, detail or relevant part of a conversation in the search field.
- 3
Apply filters
Choose status, inbox, owner or label if those options appear in your workspace.
- 4
Open the result
Check the channel, latest message and owner before replying so you do not act on a similar conversation.
- 5
Review unassigned work
Check new conversations that have no owner or reply on a regular basis.
Check the result
You can find the correct conversation and identify its status, owner and source channel.