Who This Is For / When to Use
This article is for users who manage multiple conversations daily and need faster ways to organize, sort, and take action in the Conversations inbox.
Use this when you need to:
Manage large volumes of conversations efficiently
Find specific conversations using filters
Apply actions to multiple conversations at the same time
What Are Bulk Actions
Bulk Actions allow you to perform the same action on multiple conversations at once.
Bulk actions are limited to 100 conversations per action.
Available bulk actions:
Mark as Read
Mark as Unread
Add Star
Remove Star
Delete
How to Use Bulk Actions
Open Conversations from the left navigation.
Select individual conversations using the checkbox next to each contact, or select all loaded conversations.
Once conversations are selected, the bulk action bar appears.
Choose the action you want to apply.
The selected action is applied to all chosen conversations.
Bulk Action Limits
You can apply bulk actions to up to 100 conversations at a time.
To act on more conversations, use Load More to load additional conversations and repeat the process in batches.
What Are Filters
Filters help you narrow down conversations based on specific criteria so you can focus on what matters most.
Filters work together with sorting and bulk actions.
Using Quick Filters
Quick Filters provide preset options for common use cases.
You can filter conversations by:
Assigned
Last Message Direction
Last Outbound Message Type
Last Message Channel
Unassigned conversations
To apply a quick filter:
Open Conversations.
Click the Filter icon.
Choose a filter type and value.
Using Custom Filters
Custom Filters allow you to build more specific views by combining multiple conditions.
Use custom filters when you need to:
Create a tailored workflow
Locate high-priority conversations
Identify specific lead or message conditions
Custom filters can be saved and reused.
Sorting Conversations
Sorting controls the order in which conversations appear.
Available sorting options include:
Latest – All Messages
Oldest – All Messages
Latest – Manual Messages
Oldest – Manual Messages
Engagement Score (High to Low)
Longest SLA Overdue
Next SLA Target
How Filters and Sorting Work Together
Filters and sorting are applied together.
This means:
Sorting respects any active filters
Filtered conversations are ordered based on the selected sort option
Example: If you filter by Assigned = Unassigned and sort by Oldest, only unassigned conversations will appear, ordered from oldest to newest.
Benefits of Using Filters and Bulk Actions
Efficiency: Manage multiple conversations in a few clicks
Organization: Keep your inbox structured and focused
Flexibility: Customize views to match your workflow
Collaboration: Quickly identify conversations that need assignment or follow-up
FAQ
How many conversations can I apply bulk actions to at once?
You can apply bulk actions to up to 100 conversations at a time. Use the Load More option to include additional conversations in batches.
What actions are available using bulk actions?
You can mark conversations as read or unread, add or remove stars, and delete conversations.
How can I filter conversations to view specific messages?
Use Quick Filters to filter by Assigned, Last Message Direction, Last Outbound Message Type, Last Message Channel, or Unassigned status.
Does sorting by oldest or latest affect my applied filters?
Yes. Sorting works together with your applied filters, so only filtered conversations are sorted.
Can I apply bulk actions to conversations across multiple pages?
Yes. Load more conversations until you reach the 100-conversation limit, then apply bulk actions in batches.
Can I customize filters to meet my specific needs?
Yes. Custom Filters allow you to combine multiple conditions to create tailored conversation views.
Can I filter conversations that are not assigned to anyone?
Yes. Use the Assigned quick filter and select Unassigned to find conversations that do not have an owner.