Filter Conversations by Channel & Account

Learn how to filter your inbox by specific channels and connected accounts.

Updated 10 February 2026

The Omnichannel Inbox brings all your conversations — WhatsApp, Instagram, Facebook, and website — into one place. As your volume grows, filters help you zero in on the conversations that matter right now.

Omnichannel Inbox showing conversations from multiple channels The Omnichannel Inbox with conversations from multiple channels

Opening the Filter Panel

Go to the Omnichannel Inbox from the left sidebar
At the top of the conversation list, click the filter icon (green funnel button)

Conversation list with filter button highlighted Click the green filter button to open the filter panel

The filter panel slides open with six filter options:

Filter panel showing all six filter options The filter panel with Label, Sequence, Recent Reply, Team Member, Bot Reply Status, and Date Range filters

Filter Options

1. Label

Filter conversations by the labels (tags) assigned to them. Click the Select label dropdown to see all available labels.

Label filter dropdown showing available labels The Label dropdown showing labels like Admin Melimu 2025, GG L 2026, etc.

Labels appear as colored tags beneath each conversation in the list. For example, you might filter by:

Support — see only conversations tagged as support requests
Language Set — see conversations where the language has been identified
Talk to Human — see conversations where the subscriber asked for a live agent

Conversations showing label tags like English, Language Set, and Talk to Human Each conversation shows its assigned labels beneath the preview text

2. Sequence

Filter by bot sequence. Click the Select Sequence dropdown to see your bot flows.

Sequence filter dropdown The Sequence dropdown lets you filter by bot flow

This shows only conversations where the subscriber is currently in (or has completed) a specific bot flow. Useful when you want to check how subscribers are progressing through an onboarding or sales sequence.

3. Subscriber Recent Reply

Sort conversations based on how recently the subscriber last replied. Click the Subscriber Recent Reply dropdown to see the sorting options.

Recent Reply filter showing sorting options Choose between Subscriber Recent Reply and Recent Communication sorting

The two options are:

Subscriber Recent Reply — sorts by when the subscriber last sent a message (default)
Recent Communication — sorts by any recent activity, including your own replies

This helps you prioritize conversations with fresh replies that need attention first.

4. Team Member

Filter by the agent assigned to each conversation. Click the Select Team Member dropdown to see all team members.

Team Member filter showing agent list The Team Member dropdown showing Admin, Letty, Nathi, and Witness Moyo

Use this when:

You want to see only your own conversations
A manager wants to review a specific agent's workload
You need to find conversations handled by a particular team member

5. Bot Reply Status

Filter based on whether the bot is currently active on a conversation. Click the Bot Reply Status dropdown to see the options.

Bot Reply Status filter showing bot states Choose between Bot is replying and Bot reply is paused

The two options are:

Bot is replying — the bot is handling replies automatically
Bot reply is paused — a human agent has taken over

This is especially useful for support teams who need to find conversations waiting for human attention.

6. Date Range

Filter conversations within a specific time period. Click the date field to open the calendar picker.

Date Range filter with calendar picker The date range picker showing January and February 2026 calendars with Default and Apply buttons

Select a start date and end date, then click Apply. Click Default to reset to the standard date range. This is helpful for:

Reviewing conversations from a specific campaign
Finding older conversations from a particular week
Generating reports for a time period

Combining Filters

You can apply multiple filters at the same time. For example:

Label: "Support" + Bot reply is paused — find support conversations waiting for a human reply
Team Member: your name + Date Range: last 7 days — see your recent conversations
Sequence: "Welcome Flow" + Subscriber Recent Reply — check who recently replied during onboarding

Filters stack together, so each additional filter narrows the list further.

Tips

Start with one filter. Apply the most important filter first, then add more only if the list is still too long.
Use labels consistently. The Label filter is only as useful as your labeling habits. Set up labels like "Support", "Sales", and "VIP" and assign them to conversations as they come in.
Check Bot Reply Status regularly. Conversations with the bot paused are waiting for a human — don't let them sit unattended.
Use Date Range for reporting. Quickly review all conversations from a specific campaign period or business week.

Introduction to Omnichannel Inbox — learn the full inbox layout and features