Wati provides various filtering options to help you manage and organize your Team Inbox efficiently. By using filters, you can quickly find relevant conversations based on different criteria, such as chat status, unread messages, assigned operators, and more. This article explains how to use filters effectively to streamline your workflow and improve response time.

Note: Broadcasts are now Campaigns – same powerful features, updated name!

Instructions

Available chat filters

You can filter chats in your Team Inbox based on the following criteria:

General filters

All Chats – Displays all contacts in your inbox.
Active Chats – Shows new, open, or pending conversations.
Campaigns – Lists conversations where at least one campaign message was sent.
Unassigned – Displays contacts that have not been assigned to any operator.
Unread – Shows conversations with unread messages.
Last 24 Hours – Filters conversations that were active within the last 24 hours.
Assigned to Me – Displays contacts assigned to the logged-in operator.
Favorite Only – Lists starred contacts marked as “favorite.”

Status-based filters

New – Shows conversations with the “New” status.
Open – Displays active conversations marked as “Open.”
Pending – Lists active conversations with the “Pending” status.
Solved – Shows conversations marked as “Solved.”
Expired – Displays expired conversations.
Blocked Chats – Lists conversations that have been blocked.

Using the search feature

The search bar allows you to find specific conversations based on different references:

All – Searches messages, contact names, and phone numbers.
Phone or Name – Find contacts using their name or phone number.
Messages – Searches for specific keywords within chat messages.

Important

When searching for a contact in Wati’s team inbox, make sure you select the correct search field.

In the All Channels view, the available fields are: Messages, Name, Phone, and Instagram Username. In the WhatsApp view, the fields are: Name or Phone, and Messages.

Select Phone when searching by phone number, and Name when searching by contact name.

Advanced filtering options

In addition to basic filters, you can refine your search using advanced attributes:

Attributes – Filters conversations based on predefined values (e.g., status, allow campaign, allow SMS, name, phone).
Custom Attribute – Searches for contacts with a selected custom attribute.
Assignee – Filters conversations by assigned operators (can select multiple).
Status – Filters conversations by their current status.
Team – Filters conversations based on the assigned team (can select multiple).
Tag – Searches conversations tagged with specific labels (can select multiple).

How to apply filters

To filter conversations in your Team Inbox:

Click the filter icon in the upper left panel of the Team Inbox.

Select the desired filter type from the list.
You will see 2 options:
- Show old chats first: You can enable this option by selecting the checkbox to sort and display older chats first.
- Save as custom filer: If you use this filter often, you can also save it for quick access later.

Click the Apply button to activate the filter.

By following this guide, you’ll be able to optimize your Team Inbox and focus on conversations that matter most.

Frequently Asked Questions (FAQs)

Chat filters in team inbox

1. What are chat filters in Wati’s team inbox used for?
Chat filters in Wati’s team inbox help you manage and organize conversations by allowing you to quickly find relevant chats based on criteria such as chat status, unread messages, assigned operators, and recent activity.

2. What types of chat filters are available in the team inbox?
The team inbox provides general filters such as All chats, Active chats, Campaigns, Unassigned, Unread, Last 24 hours, Assigned to me, and Favorite only, as well as status-based filters like New, Open, Pending, Solved, Expired, and Blocked chats.

3. What do status-based filters do in the team inbox?
Status-based filters allow you to view conversations based on their current status, such as New, Open, Pending, Solved, Expired, or Blocked.

Search functionality

4. How does the search feature work in the team inbox?
The search feature allows you to find conversations by searching across messages, contact names, and phone numbers, depending on the selected search field.

5. Why is it important to select the correct search field?
Selecting the correct search field ensures accurate results, as each field targets specific data such as phone numbers, contact names, or message content.

6. What search fields are available in different views of the team inbox?
In the All channels view, the available search fields are Messages, Name, Phone, and Instagram Username. In the WhatsApp view, the available fields are Name or Phone, and Messages.

Advanced filtering and usage

7. What are advanced filtering options in the team inbox?
Advanced filtering options allow you to refine conversations using attributes such as status, assigned operator, team, tags, and custom attributes.

8. How do you apply filters in the team inbox?
To apply filters, click the filter icon in the upper left panel, select the desired filter type, optionally enable “Show old chats first” or save it as a custom filter, and then click the Apply button.

9. What additional options are available when applying filters?
When applying filters, you can enable “Show old chats first” to sort older conversations first or use “Save as custom filter” to store the filter configuration for future use.