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Most of the working day happens in this list. Getting it down to the conversations that are actually yours to deal with — not the four hundred that belong to someone else — is the difference between an inbox and a wall of noise.

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Filtering the list

The filter bar narrows the list by the attributes a conversation actually carries: These overlap heavily with what an automation rule can key off of, but the two sets are not identical. A few fields are list-filter only — display_id (the conversation number), campaign_id, created_at, last_activity_at. A few are automation-only — content, email, message_type, city, company, phone_number. Most of what matters day to day is in both, so if you find yourself rebuilding the same filter every morning, that is usually still a sign it should be a rule instead.

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Sort order

Four ways to order the list: last activity, creation time, priority, and how long a conversation has been waiting on you specifically.
“Waiting” sort and assignment “longest waiting” are the same idea, expressed twice. The sort option surfaces the conversation that has been sitting on your side of the net the longest. See Assignment policies for the same concept applied to who a new conversation goes to, rather than which one you look at next.

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Bulk actions

Select more than one conversation and act on all of them in a single request rather than opening each one: change status, reassign to an agent or a team, snooze until a specific time, or add and remove labels.
Bulk actions are the right tool for cleanup, not for triage. Closing forty stale conversations after a backlog review is exactly what this is for. Reassigning conversations one at a time as they come in is not — that is what assignment policies exist to automate.

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Saved views

A filter combination worth reusing can be saved rather than rebuilt. Saved views work over conversations, contacts, or a report cut, and are covered in full — including an important limit on who they’re shared with — in Custom views and saved folders.
A saved view belongs to the person who created it. If your whole team wants the same filter, each person saves their own copy — see Custom views for why.

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Next

Custom views and saved folders

The model behind a saved filter, and its personal-not-shared limit.

Assignment policies

How a conversation gets to an assignee before you ever see it in the list.