How To Filter & Sort Conversation List?

Filtering and sorting conversations in the Engage inbox makes it easier to manage, locate, and respond to important conversations, especially when dealing with high volumes of conversations from multiple platforms.

Filter By Conversation State

To filter conversations by their state (Open, Closed, or Snoozed), follow these steps:

1. Go to Engage.

2. Select the inbox or view from the sidebar you want to filter.

3. From the Filters bar, select Open.

4. Choose the conversation state you want to view from the drop-down: Open, Close, or Snoozed.

The conversations of the selected state will then be displayed in the conversation list.

Sort

To sort conversations in a list, follow these steps:

1. Go to Engage.

2. Select the inbox or view from the sidebar you want to sort.

3. From the Filters bar, select Newest.

4. Choose the sorting option from the drop-down: Newest, Oldest, Recently replied, Waiting longest, or Priority first.

The conversations will then be sorted and displayed in the conversation list according to your selected sort option.

Filter By Date

With the Date picker, you can filter conversations within a specific date range. This allows you to see the total number of conversations opened, closed, or snoozed across all Inboxes within the selected range.

To use the Date picker filter:

1. Go to Engage.

2. Select the inbox or view from the sidebar you want to filter.

3. From the Filters bar, select All .

4. Choose from a predefined date range or select Custom period to filter the conversations.

The selected range will now be applied to your filters.

At any time, the number of conversations in the list according to the set filters is displayed beside the conversation state in the list. For a large number of conversations in the list, we display (999+) .

FAQs

Does Changing The Date Range Affect What My Teammates See?

No. The date range filter is a session-level setting. It only affects your own view. Each team member can set their own date range independently without disrupting what anyone else sees in the same workspace.

Why Did The Comment Count Change Across All My Views When I Adjusted The Date Range?

This is expected behavior. The date range filter controls the dataset used to calculate conversation counts across your entire Engage session. When you change it, all views update to reflect counts within the new range. This does not affect your teammates. The change is local to your session only.