Filtering chats

Filtering chats allows agents to efficiently find and organize conversations based on different parameters. QuickReply provides multiple filtering options, such as searching, quick filtering, and advanced filtering.

Search by Phone Number, Email, or Name

This feature helps agents locate specific customer conversations quickly by searching using their contact details.

How to search for a chat:

1. Navigate to the Conversations Module.

1. Click on the Search Bar at the top.

1. Enter the customer's phone number, email, or name.

• If searching by phone, enter the full number with the country code (e.g., 9180xxxxxxx3).

• Partial matches may not return results.

1. Press Enter, and relevant chats will appear instantly.

Quick Filtering

Quick filters allow agents to sort conversations using predefined categories, improving efficiency in managing chats.

How to apply quick filters:

1. In the Conversations Module, locate the Quick Filter options above the chat list.

1. Click on a predefined filter of Status and Time. (e.g., Unread Chats, Assigned Chats, Last 30 days, Last 12 Months).

1. The chat list updates instantly, displaying only the selected category.

Advanced Filtering

Advanced filters enable agents to refine chat searches using multiple conditions, including channel, tag, lead stage, agent, and chat status.

How to use advanced filters:

1. Click on the Filter Icon in the Conversations Module.

1. Choose desired filtering conditions from:

• Conversations Status

  • Opened or Closed

• Read Status

  • Read or Unread

• Assignment Status

  • Assigned or Unassigned

• Channel

  • WhatsApp, Instagram, Messenger, Live Chat

• Broadcast

• Campaigns

• Journeys

• Agent

  • Assigned to a specific agent

• Tag

  • Chats labeled with a certain tag

• Lead Stage

  • Chats with a particular lead stage (New, Interested, Converted)

1. Click Apply, and the chat list will update accordingly.