Support Portal provides a filter engine that lets agents and supervisors narrow the conversation list to specific operational segments. Filters can target conversations by status, assignee, team, label, inbox, or any custom attribute defined in your workspace — and multiple criteria can be combined with logical operators to build precise queries.
Operational objective
Conversation filters address three operational needs:
- Prioritization — Surface conversations that require immediate attention, such as those tagged with an SLA-breach label or assigned to an escalation team.
- Workload segmentation — Allow agents to focus on a defined subset of conversations, for example all open conversations in a specific inbox or assigned to a particular team.
- Operational monitoring — Enable supervisors to audit conversation distribution, identify bottlenecks, and verify that routing policies are working as intended.
Available filter criteria
The following filter types are available:
| Filter type | Description |
|---|---|
| Status | Conversation state: open, resolved, pending, or snoozed. |
| Assignee | The agent currently assigned to the conversation. |
| Inbox | The channel or inbox through which the conversation was initiated. |
| Team | The team assigned to handle the conversation. |
| Conversation Identifier | The unique numeric ID of a conversation. |
| Labels | One or more labels applied to the conversation. See Labels. |
| Campaigns | The campaign that originated the conversation. |
| Created at | The date the conversation was created. |
| Last activity | The date of the most recent message or event in the conversation. |
| Browser Language | The language detected from the contact's browser. |
| Country | The country associated with the contact. |
| Referrer Link | The URL from which the contact arrived at the conversation widget. |
| Custom Attributes | Any custom attribute defined at the workspace level. |
Each filter type supports a set of operators — typically Equal to, Not equal to, Present, and Not present — depending on the data type of the field.
Applying filters
To filter the conversation list, select the filter icon at the top of the conversation list.
The filter configuration panel opens. Select a filter type from the first dropdown, choose an operator, and specify a value.
Select Apply Filters to update the conversation list. The list updates immediately, showing only conversations that match the specified criteria.
Combining filters with AND / OR operators
Multiple filter criteria can be combined to construct targeted queries. Each additional filter row is joined to the previous row by a logical operator:
- AND — Requires all conditions to be true. Use this to narrow results progressively.
- OR — Requires at least one condition to be true. Use this to broaden results across multiple categories.
To add a filter row, select the operator button (AND or OR) below the current row. There is no limit to the number of criteria in a single query.
Enterprise example
A supervisor monitoring SLA compliance for the escalation team might configure the following filter:
| Row | Filter type | Operator | Value | Logical join |
|---|---|---|---|---|
| 1 | Status | Equal to | Open | — |
| 2 | Team | Equal to | Escalation | AND |
| 3 | Labels | Equal to | sla-breach |
AND |
This returns all open conversations assigned to the escalation team that have been flagged with the sla-breach label — a focused view for identifying conversations requiring immediate resolution.
An alternative query using OR logic could surface conversations across multiple priority categories:
| Row | Filter type | Operator | Value | Logical join |
|---|---|---|---|---|
| 1 | Labels | Equal to | sla-breach |
— |
| 2 | Labels | Equal to | escalation-required |
OR |
This returns any conversation tagged with either label, providing a broader view of items requiring supervisory attention.
Saving filters as folders
Filter configurations that are used repeatedly can be saved as custom folders. Saved folders appear in the left sidebar alongside the default conversation views, providing one-click access to predefined segments.
To save a filter as a folder:
- Configure the desired filter criteria as described above.
- Select Save Filter in the filter panel.
- Provide a name for the folder (e.g., "SLA Breaches — Escalation Team" or "Pending — Billing Disputes").
The saved folder appears in the sidebar. Selecting it applies the stored filter criteria to the conversation list without requiring manual reconfiguration.
Managing saved folders
To rename or delete a saved folder, right-click the folder in the sidebar or use the context menu. Removing a folder does not affect the underlying conversations — it only removes the saved filter view.
Recommended folder examples
| Folder name | Filter criteria | Use case |
|---|---|---|
| Unassigned — High Priority | Status = Open, Assignee = Not present | Monitor conversations that have not yet been routed to an agent. |
| SLA Breach — Open | Status = Open, Labels = sla-breach |
Track conversations exceeding response time thresholds. |
| Escalation Queue | Team = Escalation, Status = Open | Dedicated view for the escalation team's active workload. |
| Regulatory Inquiries | Labels = regulatory-inquiry |
Isolate compliance-related conversations for audit purposes. |
Clearing filters
To remove all active filters and return to the default conversation list, select Clear Filters in the filter panel.
Clearing filters does not affect saved folders. Previously saved filter configurations remain available in the sidebar.