Chat Filters and Settings
Filters
Filters narrow the conversation list so you see only the dialogs that matter right now.
Queue tabs
| Tab | What you see |
|---|---|
| All | Dialogs available to the whole team (within your rights) |
| My | Dialogs assigned to you |
Basic filters
| Filter | Purpose |
|---|---|
| Bot / project | One or several bots |
| Platform | Telegram, Widget, WhatsApp, Instagram, Email, SMS… |
| Search | Find by name, login, chat ID, email, or phone (choose the field) |
| Dates | Activity in a date range |
Advanced filters
| Filter | Purpose |
|---|---|
| Managers | Dialogs assigned to selected people |
| Unassigned | Nobody is assigned yet |
| Routing | All / bot only / with manager involvement |
| Client status | All / paid / unpaid |
| Tags | Advertising or CRM tags |
| UTM | Source, campaign, content |
| Message count | Min / max number of messages in the dialog |
Combine My + New folder + a bot filter to work a focused personal queue.
Search tips
- Prefer a specific field (phone, email) when you know it — fewer false matches.
- Clear search when switching topics so you don’t stay inside an old query.
Chat settings
Open View settings / Chat settings from the Chats page.
Statistics cards
Show or hide summary metrics above the list (counts, average response time, etc.). Useful for supervisors; individual agents may prefer a cleaner list.
Auto offline
Automatically switch manager offline after N minutes without activity.
- Keeps online status accurate for teammates and the widget hub.
- Set a realistic timeout (for example 10–30 minutes) for your work style.
Auto-close after work hours
Option to automatically close chats after working hours for dialogs that are “in progress”. Use when you do not want overnight open queues.
Rules depend on how your account working hours are configured. Test on a few dialogs before relying on it in production.
Right column (CRM blocks)
Choose which activity blocks managers see and drag them into order:
- Conversation history
- Payments
- Subscriptions
- Database
- Notes
- A/B tests
Disable blocks you never use so the sidebar stays light. Details: Chat Activity and CRM.
Best practices
Save mental energy: start the day with My → New, then open All → Unassigned for triage.
Use UTM and tags when traffic comes from ads — support can see the campaign next to the chat.
Review settings together with the team so everyone sees the same CRM columns.