Save a filter combination

A saved filter captures a bundle of filter conditions on the conversation list — tab, agent, team, tag, channel, language, SLA, AI flags. Switching to it reapplies those conditions in a single click. Saved filters are personal to your account, and one of them can be marked as the default that loads when you open the list.

Before you start

• A user account that can view conversations (any role with inbox access).
• A clear idea of which slice of the inbox you want to come back to repeatedly.

Steps

1. Open the conversation list.
2. Apply the filter conditions you want — pick a tab (Active / Snoozed / Done), and add filters: assignee, team, tags, channels, language, SLA, AI-managed, AI-escalated, date range, priority. You can combine as many as you need.
3. Click Save filter in the filter bar (or open the saved-filter chip menu and pick Save current as new).
4. Give it a name. Keep it short and recognizable — “My queue”, “VIP today”, “Refund cleanup”. The chip space is small.
5. (Optional) Toggle Set as default if you want this combination to load automatically next time you open the list.
6. Click Save.

The saved filter appears as a chip above the conversation list. Click it any time to reapply the combination.

Naming filters well

Names that work:

• “My queue”
• “Team queue”
• “VIP today”
• “Stale 7+”
• “At risk SLA”
• “Refunds Q1”

Names that don’t:

• “All Active conversations assigned to me where SLA is breaching…” (too long)
• “Filter 1” (meaningless once you have several)

Switching between saved filters

Click any chip above the list to apply that filter. Click another to switch. Clearing all filters returns to the underlying tab.

The chip currently in effect is highlighted.

Updating a saved filter

1. Apply the filter.
2. Adjust the conditions until they match the new state you want.
3. Open the chip menu and pick Update to overwrite, or Save as new to keep the original and create a second one.
4. To rename, pick Rename from the chip menu.

Deleting a saved filter

1. Open the chip menu on the filter you want to delete.
2. Pick Delete.
3. Confirm.

The chip disappears. Other users’ saved filters are unaffected — saved filters are private to each user.

Make one the default

Marking a saved filter as the default makes it the view that opens automatically when you next visit the conversation list. Use this for the slice you start your day with — typically “My queue” or your team’s queue.

To change the default, open the chip menu on a different saved filter and toggle Set as default. Only one saved filter can be the default at a time per user.

Verify it worked

• The saved filter appears as a chip above the conversation list.
• Clicking the chip applies the same conditions you set when you saved it.
• Logging out and back in (or signing in on a different machine) preserves it — saved filters are per-user, not per-session.
• If you set a default, the conversation list opens with that filter applied next visit.

Patterns

• My morning triage — Tab: Active. Assignee: me.
• Team-lead review — Tab: Active. Team: my team. Plus a flag chip filter if you use flagging.
• Stale cleanup — Tab: Active. Last update older than 7 days.
• VIP follow-up — Tab: Active. Customer tier: VIP.
• Untagged backlog — Tab: Active. Tag is empty.

Sort order, search, and column visibility live on the list itself — they aren’t part of the saved filter. Set them once on the list and they stick.

Troubleshooting

• Symptom: I saved a filter but it’s missing the next time I sign in. Fix: Confirm you clicked Save in the dialog. Closing the dialog with Esc cancels.

• Symptom: A teammate wants my saved filter. Fix: Saved filters are personal. Send the filter recipe in writing or build the same combination side-by-side. There is no “share” feature today.

• Symptom: The filter applies, but the list looks wrong. Fix: Saved filters store the conditions you set. If the underlying data has shifted — a tag was renamed, an agent was deactivated — the saved filter may now match nothing. Update it to align with the current state.

See also

• Saved filters
• What is the conversation list?
• Use bulk actions on conversations