Filters

Filters

In the Conversation Tray, the interactions shown by default vary according to the user’s role. Administrators see conversations labeled “Unassigned,” while agents see conversations assigned to them ordered by age.

In Reach, there are two types of filters to personalize your conversation view:

Default Filters

These filters apply exclusively to conversations assigned to an agent or, in the case of administrators, to unassigned conversations. They include options like “Open Conversations,” “New,” “Unread,” “Unanswered,” “Unassigned,” and “With Paid and Pending Orders.”

Custom Filters

Custom filters are located to the left of the dropdown bar and lead to a section where you can personalize filters according to your needs. They are divided into four sections: “Conversation Status,” “Reading Status,” “Order Status,” and “Assignment,” and show available channels. The purpose of these custom filters is to make the configuration more intuitive by dividing them into these four sections.