Conversation filters
Besides the quick filters (Mine, Unassigned, Groups), the advanced panel cuts the queue by team, tag, channel, status, funnel, unread messages, and customer custom fields.
Changelog: v2026.8.17 · v2026.8.14
Where to filter
| Surface | What it does |
|---|---|
| Filters panel in Chats | Cuts the list and the counts |
| Export report | Applies the same cut and lets you check custom fields as columns |
| Configure quick filters | Stores the criteria on the team shortcut |
Custom fields
The filter uses the customer record linked to the conversation — the same field set as Customers.
Types included:
- Select (one value)
- Multi-select
- Date
- Date and time
For each field, choose a mode:
| Mode | Result |
|---|---|
| All values / All dates | The field does not restrict the list |
| Blank | Only conversations whose customer has no value on the field |
| Specific values / Specific period | Only conversations whose customer matches the options or the range |
Several active fields combine: the customer must match all of them.
How to use the panel
- In Chats, open the filters panel
- Expand Custom fields
- Pick the mode and, if needed, the options or the period
- Apply — the list, active chips, and counts follow
Admins can add the same criteria in Configure quick filters, so the team opens the queue already narrowed.
Unread messages
The Unread only cut can live in the panel, the header button, and custom quick filters.
| Where | What it does |
|---|---|
| Unread button in the list header | Quick cut of the current list, without storing it on the shortcut |
| Filters panel | Same criterion, visible with the other cuts |
| Configure quick filters | Stores unread on the shortcut, combined with assignee, team, channel, and the rest |
- In Chats, open Configure quick filters
- Duplicate a filter (or edit a custom one) and open Settings
- Check Unread only and combine it with the other criteria
- Save — when you click the shortcut, the list, chip, and count follow
The header button is still available to refine the list on the spot. Switching to a system tab turns unread off. Archived remains a separate toggle.
Columns in the report
On Export report, the column list includes all organization custom fields (text, number, select, date, date/time, and yes/no — not only the ones that filter).
- Open Export report in Chats
- On the right, scroll to Custom fields
- Check the fields that should become columns in the file
- Export
Fields start unchecked. A group or conversation without a customer gets an empty cell.
What is not included
- WhatsApp groups and internal chats (they have no customer)
- Individual conversations without a linked customer
- Text, number, and yes/no fields — they do not filter the list yet (they only appear as report columns)