What Conversation Filters Do
Conversation Filters narrow the inbox view based on specific conditions.
Filters work with:
Inbox tabs
Conversation views
Sorting
Bulk actions
Starred conversations
Filters do not change conversation data. They only change which conversations are shown in the inbox.
How to Open the Filters Panel
Click the Filters icon in the Conversations inbox. The Filters panel opens on the right side of the screen.
How to Build a Conversation Filter
Use the Filters panel to choose:
Filter Type
Condition
Value
Example:
Filter Type: Mention
Condition: Is
Value: Logged In User
This filter shows conversations where the logged-in user was mentioned.
Available Filter Types
Conversation Filters support multiple filter types.
Assigned
Filters conversations by the assigned conversation owner. Use this to view conversations owned by a specific team member.
Follower
Filters conversations where a specific user is added as a follower. Use this for collaboration or oversight.
Mention
Filters conversations where a user was mentioned with an @mention. Use this to find conversations that need a specific user’s attention.
Last Message Direction
Filters conversations by the direction of the most recent message. Common values include:
Inbound
Outbound
Last Outbound Message Type
Filters conversations by whether the last outbound message was manual or automated. Use this to separate human replies from workflow or campaign messages.
Last Message Channel
Filters conversations by the channel used for the most recent message. Channels may include SMS, Email, Calls, Voicemail, Live Chat, WhatsApp, Facebook, Instagram, or GBP.
Tag
Filters conversations by contact tags. Use tags to segment conversations by custom labels.
Filter Conditions
Filter conditions control how Kyrios evaluates the selected value. Common conditions include:
Is: Shows conversations that match the value
Is not: Excludes conversations that match the value
Filter Values
The value field defines the user, tag, channel, or attribute used in the filter. The value field may support:
Searchable dropdowns
One value
Multiple values, depending on the filter type
AND / OR Filter Logic
AND / OR logic controls how multiple filter rules work together.
Logic Inside a Filter Group
Use logic inside a group when multiple rules should work together.
AND: All rules must be true
OR: At least one rule must be true
Logic Between Filter Groups
Use logic between groups when you need more advanced filtering. For example, one group can filter by follower and mention, while another group filters by a different mention rule.
Managing Multiple Conversations
You can select multiple conversations from the inbox and apply actions in bulk. Select the checkboxes next to conversations to activate bulk actions. Available bulk actions include:
Mark as Read
Mark as Unread
Add Star
Remove Star
Delete
Deleting conversations is permanent.
Starred Conversations
Starred conversations help users mark important messages for quick access. Click the Star icon on a conversation to mark it as starred. Starred conversations can be viewed from the Starred inbox tab.
Sorting Conversations
Sorting changes the order of conversations in the inbox. Click the Sort icon to choose a sorting option. Available sorting options include:
Latest - All Messages
Oldest - All Messages
Latest - Manual Messages
Oldest - Manual Messages
Longest SLA Overdue
Next SLA Target
Common Issues and Fixes
I do not see the conversations I expected
The active filters may be too narrow. Clear filters or review the selected filter type, condition, and value.
A shared view does not show the same user’s conversations for everyone
Use Logged In User when available. This makes the filter dynamic for each user viewing the inbox.
Bulk actions are not visible
Bulk actions only appear after one or more conversations are selected. Select the checkbox beside a conversation to show bulk actions.
FAQ
Do Conversation Filters update in real time?
Yes. The inbox updates when filters are applied, removed, or changed.
Can I save filter combinations?
Currently, filters are session-based and need to be reapplied when returning to the inbox.
What is the difference between Assigned and Follower filters?
Assigned refers to the primary owner of the conversation. Follower refers to users added for visibility or collaboration.
Can I use multiple channels in a single filter?
Yes. The Last Message Channel filter supports selecting multiple channels.
Does deleting conversations using bulk actions permanently remove them?
Yes. Deleted conversations cannot be recovered.