Filters and Time Windows
The Conversations page layers two kinds of filtering:
- Time window — which calendar period loads from the server
- Status chips and advanced filters — which rows you see inside that window
Quick Status Chips
Below Search conversations…, a scrollable chip row shows counts for the active time window:
| Chip | Typical meaning |
|---|---|
| All | Every conversation in the window |
| Open | Active threads |
| Expired | Customer-care window closed |
| Pending | Stored status pending (see pitfall below) |
| Agent | Handed over to an agent |
| Bot | Handled by the bot |
| Queued | Waiting in the escalation queue |
Click a chip to filter the table. Click All (or clear the status filter) to reset.
Time Window
The Time Window row sits below search and chips.
| Option | Meaning |
|---|---|
| Last 24 hours | Rolling past 24 hours (default when you open the page) |
| Current 7 days | The current calendar week block |
| Previous 7 days | The prior week block |
| 2 weeks ago … 4 weeks ago | Older 7-day blocks |
A date range summary appears under the chips (for example start–end timestamps for Last 24 hours).
Changing the time window reloads counts on every chip.
Search
Search conversations… filters by customer name or message text within the current tab filters and time window.
Advanced Filters
Click Filters to expand extra dropdowns:
| Filter | Options (examples) |
|---|---|
| Status | All Statuses · Open · Expired · Pending |
| Handler | All Handlers · Agent · Bot |
| Agent Name | All Agents · named agents |
| Priority | All Priorities · Urgent · High · Normal · Low |
| Customer Type | All Customers · Existing Customers · Prospects |
| Date Range | All Time · Today · Yesterday · This Week · This Month |
Click Filters again (or use Hide filters) to collapse the panel. Toggling off may reset filters to defaults.
Combine advanced filters with status chips and the time window for precise slices (for example Expired + Last 24 hours).
Important: “Pending” Here vs Inbox
On Inbox, Pending on a row means the customer has not replied after the bot or an agent spoke last — see Open, Pending, Queued, Expired.
On Conversations, the Pending chip filters stored conversation status. That set may not match every Inbox Pending row.
For day-to-day agent work, trust Inbox pending grouping. Use Conversations Pending for reporting and ops searches, and cross-check unusual counts.
Empty Results
If nothing matches, the table shows No conversations found and Try adjusting your filters or search terms.
Related Articles
- Conversations Table (5.1)
- Priority (5.3)
- Working Expired Threads (5.4)