Filter the inbox by queue.
Switch between the All, Needs human, Mine, SLA, and Resolved queues to focus the Conversations inbox on exactly the chats you need to work right now.
The queue filter buttons sit just under the search box in the Conversations inbox. They let you narrow the list to a specific slice of work so you’re not scrolling past chats that don’t need you. Tap a filter to apply it; the count above the list updates to show how many conversations match.
The five queues
- All — every conversation, the default view.
- Needs human — conversations where a visitor has asked for a person and nobody has picked them up yet. This is your handoff queue.
- Mine — conversations assigned to you.
- SLA — conversations that have breached (or are past) their first-response deadline with no human reply yet.
- Resolved — conversations you’ve marked resolved.
How the filters work together
Filters combine with search. Pick a queue first, then type in the search box to find a specific conversation within that queue. Switching queues (or changing your search) always returns you to the first page of results, so you never land on an empty page.
A simple daily flow
A common way to work the inbox:
- Start in Needs human to catch anyone waiting on a person.
- Check SLA to see if any handoff is running late on its first response.
- Move to Mine to keep your own conversations moving.
- Use Resolved when you need to reopen or reference a closed chat.
Once you’ve found a conversation to work, learn how to claim it, assign it, and set its priority.
