How do the service filters work?

In this article, we will explore the different types of filters available in our omnichannel dashboard and how they can be configured to meet the unique needs of your customer service team. We will discuss filtering options by channel, status, time period, and more. Additionally, we will provide helpful tips on how to make the most of these filters to improve the efficiency and quality of customer service.

Here, you will discover how the service filters in our omnichannel dashboard can simplify the management of your customer interactions, making your team more productive and effective. Let's start by exploring the available options and providing step-by-step guidance on setting up the most suitable filters for your team. Let's get started!

Available Filters

Assignment

• Inbox: All conversations assigned to all agents.
• Assigned to me: Only conversations assigned to the logged-in user.

Read

• All: This list will display all conversations read and unread by agents. It includes both conversations with new messages from the traveler and those awaiting the traveler's response.
• Unread: This context will display only conversations with new messages that haven't been read by agents yet.

Dates

• Today;
• Yesterday;
• Last 7 days;
• Last 30 days;
• This month;
• Last quarter;
• Custom period: Here, you can define specific days or a sequence of days to view conversations opened on those dates.

Extras

• Open: This filter allows you to view only ongoing conversations. Open conversations are those where a customer is currently interacting with an agent, and the discussion has not been concluded.
• Closed: The closed conversations filter allows you to view only interactions that have been concluded. These are conversations where the customer and the agent have finished their discussion, and no further interactions are taking place.

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🔍 Note: The functionality of closing a conversation exists solely for organizational purposes in managing conversations on our omnichannel platform. At any time, a closed conversation can be reopened upon receiving a new message from the traveler, or the agent can resume the conversation by clicking the Closed Conversation button.

To manually close a conversation, simply click on Open Conversation and choose the option to mark the conversation as closed, with the bot enabled or disabled in case the customer contacts again.

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• Labels: Labels are tags assigned to your live chat conversations to categorize them and facilitate organization. With this filter, you can view only conversations that have specific labels assigned, allowing for precise filtering based on relevant categories for your team.
• Agents: This filter allows you to view only conversations assigned to a specific agent. It is useful when you want to track the work and performance of a particular team member or distribute tasks evenly among agents.
• Channels: The channel filter allows you to filter live chat conversations based on the communication channels used. For example, you can choose to view only conversations from chat, email, phone, or any other communication channel available on your omnichannel platform. This makes it easier to analyze and manage specific interactions from each channel.