Conversation Filters Help You Organize Your Inbox
Use filters to prioritize and organize conversations efficiently. Filters allow agents to manage their workload efficiently, respond quickly, improve personal productivity, and maintain a high level of service.
After opening the inbox, a vertically organized list of filters will open:
Conversation Filter Options
Clicking on “Inbox Filters” will open the following options:
Assigned to me
Displays all conversations assigned to your currently logged-in username
Participating
Displays all conversations in which you have been assigned as a participant.
Open
Displays all currently opened conversations within the specific brand
Unassigned
Displays all active conversations which are currently not assigned to any agent or bot
Forwarded
Displays all Conversations which have been transferred to another agent. This can happen in one of two ways:
- Manually transferred by the agent – Used for internal use only, to maintain an organized inbox for existing conversations.
- Transferred to an external entity – Transferring the conversation to an external entity that does not have access to CommBox’s platform, enabling them to review the conversation and provide input if necessary. Please note that the external entity will not be able to provide a first-hand answer directly to the customer.
Drafts
Displays all conversations in which a first message has been opened yet no messages have been dispatched to a destination of any kind.
Automated
Displays all Conversations which are currently being handled by a bot.
Archive
Displays all conversations which have been marked as Resolved and have not changed status for an extended period of time (as set under the relevant channel settings).
Adding a Filter
To add a new inbox filter, click on the + sign to the right of the “Conversations” heading.
Clicking on + will show a side window with the title “Add Inbox Filter”:
Select the conversation status you want the filter to collect, then enter the desired filter name and click OK to save.
Conversation Assignment Statuses
Conversation assignment statuses include:
All
This conversation marks all of the assignment statuses.
Assign to me
All conversations that are assigned to your currently logged-in username.
Unassigned
All active conversations that are currently not assigned to any agent.
Assigned to an agent
All conversations that have been assigned to any agent.
Participating
All conversations in which you have been assigned as a participant.
The selected inbox filters represent different conversation statuses that allow for more precise sorting of statuses and add another layer of categorization.
Inbox Filters
Here is a description of each selectable Inbox filters:
Open – Same as the Open conversation filter option. See the Conversation Filter Options section above.
Resolved – the conversation has been completed and closed, thus it has been marked as such by an agent.
Forwarded – Same as the Forwarded conversation filter. See the Conversation Filter Options section above.
Irrelevant – the conversation has been identified as irrelevant or mistakenly sent, etc. Spam messages fit this description.
Delete – conversations that have been deleted by the agents. Eventually, conversations here will be permanently deleted (according to the time frame defined in the Settings (where are they defined).
Returned – conversations that were transferred to an external entity (with no access to CB’s platform) for review and response, and have now been transferred back to an agent
Draft – Same as the Draft conversation filter. See the Conversation Filter Options section above.
In Process – conversations that have been referred to the relevant internal department to be dealt with. This conversation status must be manually set by an agent.
Scheduled – Conversations that are scheduled to be sent at a custom time. You can schedule the conversation from the Timing tab in the Compose Message window.
Follow up – Conversations that triggered a pre-set notification to be received by the at a pre-set time.
Automated – Same as the Automated conversation filter option. See the Conversation Filter Options above.
Sent – Conversations that have been sent out from the system and have not received yet a response.
Archive – Same as the Archive conversation filter option. See the Conversation Filter Options above.
Pending – This status must be manually set by the agent. These are conversations that are awaiting a response from the customer. Once the customer replies, the conversation status will switch back to Open. It also doesn’t count as a conversation in the specific agent’s max assignment quota.
