Organizing Conversations

Organize your conversations with custom views and inboxes and operate efficiently with macros and other tools

Organizing Conversations

How Can I Filter Conversations In Engage?

Filter conversations in the Statusbrew Engage inbox by profile, network, conversation type, sentiment, tag, team inbox, date, and more, and save those filters as a view you can open with one click.

How Filtering Works In Engage

There are two ways to narrow down the conversations you see in Engage:

  • Quick filters on the conversation list: The bar above any inbox lets you pick the state (Open, Close, Snoozed), the sort order, and the date range. These apply to the inbox you have open.

  • Filters in a view: For anything more specific, such as only Instagram DMs with negative sentiment, you add filters to a view. The view saves those filters and shows up in your sidebar, so you can open it anytime.

Learn more about the list controls in Understanding The Engage Dashboard.

Learn more about creating and sharing views in Engage Views.

Who Can Do This?

Any user in your space can create a view with filters. Everyone the view is shared with sees every conversation that matches its filters, even from profiles they otherwise can't access.

When you save a view, choose who can use it under Share access with: All team members, Specific users / user groups, or Only me. To keep conversations from some profiles away from certain teammates, share the view only with the people who should see them.

How To Filter Conversations With A View

  • Go to Engage.

  • Click (Create options) at the top of the sidebar and select Views.

  • Click Create Manually. You can also pick a suggested view, such as Non-English Conversations or Low-Star Reviews (Needs Response), and adjust it.

  • Enter a Name for the view.

  • Click Add filter and pick a filter from the list.

  • Choose an operator (for example In (=)), select the values, and click Done.

  • Add more filters the same way. See How Do I Combine Filters? below.

  • Choose a Folder and who to Share access with.

  • Click Save.

The view appears in your sidebar with the count of open conversations that match its filters.

Prefer to describe it? Type what you want in Describe what you want to see at the top of Create View (for example "Show unassigned conversations from Twitter") and click Generate. Statusbrew adds the filters for you. Always check them before saving.

Available Filters

Filters are grouped the same way they appear in the Add filter list.

Shared With Me

  • Shared With Me: Conversations where you were added as a watcher or mentioned in a note.

Profiles

  • Profiles: Conversations from specific social profiles.

  • Networks: Conversations from specific networks, such as Instagram or LinkedIn.

Conversation

  • Conversation Type: The kind of conversation, such as Instagram Message, X Mention, or Facebook Ad Comment. See Conversation Types & Sync Rate for the full list.

  • Team Inbox: Conversations in specific team inboxes.

  • Conversation Assigned To: Conversations assigned to specific users or user groups.

  • Conversation Priority: Conversations marked as priority, or not.

  • Created: When the conversation was first created in Engage.

  • Last Replied: When you or a teammate last replied.

  • Waiting Since: How long the conversation has been waiting for a reply.

  • Brand Keywords: Conversations from specific Brand Keywords.

  • Custom fields: Every conversation custom field your team has created shows here by its own name, such as "Escalation Status" or "Client".

Message

  • Sentiment: Positive, neutral, or negative messages.

  • Language: Messages in specific languages.

  • Message Tag: Messages with specific tags.

  • Star Rating: Reviews with a specific star rating.

  • Star Rating with Comment: Reviews that include a written comment, or not.

Post

  • Post Tag: Comments on posts that have specific post tags.

UTM

Filter comments on posts whose link has UTM parameters:

  • UTM Campaign

  • UTM Source

  • UTM Medium

  • UTM Content

  • UTM Term

Filter Operators

After you pick a filter, choose an operator to decide how it matches. The operators depend on the type of filter.

List Filters

Used by Profiles, Networks, Conversation Type, Team Inbox, Conversation Assigned To, Brand Keywords, Sentiment, Language, Message Tag, Post Tag, and custom fields.

  • In (=): Matches any of the values you select. "Conversation Type In (=) Instagram Message, X DM" shows Instagram messages and X DMs.

  • Not in (≠): Excludes the values you select. "Language Not in (≠) French" shows everything except French.

  • Is null: The filter has no value. "Sentiment Is null" shows conversations with no sentiment yet.

  • Is not null: The filter has any value. "Message Tag Is not null" shows every tagged conversation.

True Or False Filters

Used by Shared With Me, Conversation Priority, and Star Rating with Comment.

  • Toggle on (True): Shows conversations that match. "Conversation Priority True" shows priority conversations.

  • Toggle off (False): Shows conversations that don't match. "Star Rating with Comment False" shows ratings with no written review.

Star Rating

  • Is (=) and Is not (≠): Exactly that rating, or anything but that rating.

  • Is greater than and Is greater than equal to: Above, or at or above, the rating. "Is greater than equal to 4" shows 4 and 5 stars.

  • Is less than and Is less than equal to: Below, or at or below, the rating. "Is less than equal to 2" shows 1 and 2 stars.

  • Is null and Is not null: No rating, or any rating.

Date Filters

Used by Created, Last Replied, and Waiting Since.

  • more than, less than, exactly: A number of days ago. "Created less than 2 days ago" shows conversations from the last 48 hours.

  • on, after, before: A specific date. "Last Replied before" a date shows conversations nobody has answered since then.

  • Is null and Is not null: No date, or any date. "Last Replied Is null" shows conversations that have never been replied to.

A day in these filters is a 24-hour period counted back from now. A conversation created 30 hours ago counts as 1 day ago.

UTM Filters

  • Is (=) and Is not (≠): The UTM value matches exactly, or doesn't. "UTM Campaign Is (=) summer_sale".

  • Contains and Does not contain: The value includes, or doesn't include, your text. "UTM Medium Contains social" matches social_media and paid_social.

  • Starts with and Ends with: The value begins or ends with your text. "UTM Content Starts with ad_" matches ad_banner and ad_video.

  • Is null and Is not null: The link has no value for that parameter, or has any value.

How Do I Combine Filters?

Filters in a view sit in groups, and you choose how they connect.

  • Add a filter to the same group: Click (Add filter to this group) next to a filter.

  • Start a new group: Click Add filter below your existing filters.

  • Switch between and / or: Click the and between two filters or two groups and pick or.

And means a conversation must match every filter. Or means it only needs to match one.

For example, to see Instagram messages that are negative, plus any X DM:

  • Group 1: Conversation Type In (=) Instagram Message and Sentiment In (=) Negative

  • or

  • Group 2: Conversation Type In (=) X DM

How Do I Edit Or Remove A View's Filters?

  • Hover over the view in the sidebar.

  • Click More (three dots) and select Edit.

  • Change the name, filters, folder, or sharing, and click Save.

From the same menu, select Duplicate to copy a view and its filters, or Delete to remove it.

FAQs

Can I Filter Engage Conversations By Profile Or Network?

Yes. Create a view and add the Profiles filter to pick specific social profiles, or the Networks filter to pick whole networks such as Instagram or Facebook. Combine it with the state at the top of the list to see, for example, only open conversations for one profile.

Can I Filter Conversations Without Creating A View?

Only by state, sort order, and date range, using the bar above the conversation list. Every other filter lives in a view. If you don't want others to see it, set Share access with to Only me.

Can I Add Open Or Closed As A Filter In A View?

No. There's no state filter when you create a view. Open the view and pick Open, Close, or Snoozed from the bar above the conversation list.

How Do I See Only Unanswered Conversations?

Create a view with Last Replied set to Is null. To find conversations waiting a long time, use Waiting Since with more than a number of days, or sort the list by Waiting longest.

How Do I Filter Reviews By Star Rating?

Add the Star Rating filter and pick an operator. For example, Is less than equal to 2 shows 1 and 2-star reviews. Add Star Rating with Comment turned on to see only reviews with written feedback.

Why Doesn't My View Show A Conversation I Expected?

Check three things: the view's filters (an and where you meant or narrows results), the state (Open, Close, Snoozed) at the top of the list, and the date range. Most missing conversations come down to one of these.

What's The Difference Between Message Tag And Post Tag?

Message Tag matches tags added to individual messages in Engage. Post Tag matches tags on the published post, so it finds every comment on posts with that tag.

Can I Filter By A Custom Field?

Yes. Every conversation custom field shows in the Add filter list under Conversation, by its own name. Pick it and select the values to match.

Who Can See The Views I Create?

Whoever you choose under Share access with: everyone, specific users or user groups, or only you. A view shared with All team members shows its conversations to everyone, including Regular Users limited to certain profiles. Choose Specific users / user groups to limit it.