Conversation Views and Filters

Views and filters decide which conversations appear in your Inbox list. Resool gives every teammate ready-made views (such as Assigned to me and Unassigned), an inbox per lifecycle stage and per team, and filters for status, unread messages, unreplied conversations, channels and tags. You can also search contacts, messages and internal notes to find any conversation in seconds.

#The built-in views

The views panel on the left of the Inbox lists these views, each with a count:

Click a section heading (Lifecycle, Teams, Custom inbox) to fold or unfold it. Resool remembers which sections you folded in this browser. To hide the whole panel and give the list more room, click Close at the top of the panel.

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Inbox

The views panel with counts next to All conversations, Assigned to me (bold) and Unassigned, the Incoming Calls row, Collaborations, Blocked Contacts, an unfolded Lifecycle section with stages like New Lead, Hot Lead and Customer, a Teams section with two teams, and the Custom inbox section with its + button.

File: screenshots/conversation-views-and-filters-panel.png

#How to filter by status and sort the list

1. In the conversation list header, click the menu next to the view name. It shows the current choice, for example Open, Newest.
2. Under Show, pick a status:
   • All conversations
   • Open conversations
   • Pending conversations
   • Closed conversations
   • Snoozed conversations
3. Under Sort by, pick an order:
   • Newest: the latest message first. Conversations marked Important stay on top, followed by those waiting for your reply.
   • Oldest: the oldest last message first, so the people waiting longest come first.
   • Longest open: conversations that started the longest time ago first.
   • Shortest open: the most recently started conversations first.

Resool remembers your status and sort choice for the next time you open the Inbox.

#How to use advanced filters

1. Open the same menu and click Advanced filters.
2. Turn on any of these:
   • Unread only: conversations with messages you haven't read.
   • Channels: click one or more channels to show only their conversations.
   • Tags: click one or more contact tags.
3. The menu button shows how many filters are on. Click Clear to turn them all off.

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Inbox › status and sort menu › Advanced filters

The open menu with Show (Open conversations selected), Sort by (Newest selected), and the Advanced filters area with Unread only checked, two channel chips selected and one tag chip selected, plus the Clear link.

File: screenshots/conversation-views-and-filters-menu.png

#Show only unreplied conversations

Turn on the Unreplied switch above the list to show only conversations where the customer is waiting for your reply.

#How to search conversations

1. Click the search icon in the conversation list header.
2. Choose where to search:
   • Contacts: by name, phone number or email.
   • Messages: by words in the messages.
   • Notes: by words in your team's internal notes.
3. Type your search. Click a result to open the conversation.
4. Click Close search to go back to the list.

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Inbox › search icon

The search box open with the Contacts, Messages and Notes tabs, the Messages tab selected, the word "refund" typed and several matching conversations listed.

File: screenshots/conversation-views-and-filters-search.png

#Search inside one conversation

Open the conversation and click the search icon in its header (Search messages with the contact's name). Type a word to highlight the matches and use the arrows to move between them.

#How to act on several conversations at once

1. Click the select icon (Select conversations) in the list header.
2. Tick the conversations you want, or click Select all.
3. Use the bar at the bottom:
   • Assign: pick a teammate, or Nobody (unassign).
   • Mark read
   • Close or Reopen
4. Click Stop selecting when you're done.

You can update up to 100 conversations at a time.

#Notes and limitations

• Views only include conversations you're allowed to see. An Agent's Unassigned view, for example, only lists unassigned conversations from their own teams.
• Comment threads and calls have their own tabs and are not listed under Inbox.
• Closing conversations in bulk doesn't ask for closing notes.

#FAQ and troubleshooting

#Why is a conversation missing from my view?

The status filter is the most common reason. A closed or snoozed conversation doesn't appear while Show is set to Open conversations.

What you can do:

• Set Show to All conversations.
• Click Clear in Advanced filters.
• Turn off the Unreplied switch.

#Why don't I see the Lifecycle section?

It appears only when your workspace has lifecycle stages. An Owner or Admin can set them up in Settings › Lifecycle. See Lifecycle Stages.

#Why does my view say "My teams" instead of "All conversations"?

Your role can see only your teams' conversations. Ask an Owner or Admin if you need access to every conversation.

#Can I save a filter to reuse it?

Yes. Create a custom inbox with the filters you need. See Custom Inboxes.

#What's next?

• Custom Inboxes
• Assigning Conversations
• Keyboard Shortcuts