Filter by Channel
WhatsApp, Instagram, and Web conversations live in one Unified Inbox, but you can narrow any Inbox or Dashboard conversation list to a single channel using the filter chips at the top of the list.
Where the Filters Appear
Channel filters sit in the conversation list column — below Search conversations... and the Arrange conversations control — on:
- All Inbox tabs (Assigned, Queued, Unread, Bot, Agent, Lists, Spam)
- Dashboard conversation lists (same chips as Inbox)
They do not replace sidebar navigation. They only filter the list you are already viewing.
Next to the chips (except on Lists and Spam), a + control opens Start web chat — see Start and Continue on Web.
The Channel Chips
Exact labels in the app:
| Chip | Effect |
|---|---|
| All | WhatsApp, Instagram, and Web threads together (default) |
| Only WhatsApp conversations | |
| Only Instagram conversations | |
| Web | Only hosted Web Chat conversations |
On desktop (large screens), chips appear in a horizontal row labeled Channel filters.
On smaller screens, the same chips scroll horizontally.
Tooltip on each chip: Show {All|WhatsApp|Instagram|Web} conversations.
What Changes When You Filter
Selecting a chip:
- Reloads the conversation list for the current Inbox tab
- Shows only that channel’s threads when a single channel is active (not All)
- Updates tab counts (e.g. Assigned to Me (8)) to match the filtered list
Your chip choice stays selected until you change it; switching Inbox tabs keeps the same channel filter.
Channel Labels on Each Row
Every conversation row also shows a quiet channel label in the meta line:
- WhatsApp — green styling when shown as a pill elsewhere
- Instagram — pink styling when shown as a pill elsewhere
- Web — sky styling when shown as a pill elsewhere
In the list meta row the channel name appears as caption text. The chip filter and the per-row label should always agree.
Contacts Do Not Merge
Filtering by channel does not merge contacts. The same person on WhatsApp and Instagram appears as two separate conversations in All, and only one row when you filter to that channel. Web Continue-on-Web links can show · Linked when tied to another thread.
See WhatsApp and Instagram (article 1.2) · Web Chat.
What Channel Filters Do Not Do
| Not affected | Why |
|---|---|
| Sidebar Automations | Separate Instagram vs WhatsApp builders under Automations |
| Broadcasts | WhatsApp-only product surface |
| Settings → Connect | Each Meta channel has its own Connect card; Web uses Web Chat Settings |
| Conversations ops table | Uses its own filters (chapter 5) |
| Billing | One unified plan on kazenly.com — not per-channel billing |
Tips
- Start on All when triaging mixed queues; switch to WhatsApp, Instagram, or Web for channel-specific work.
- Instagram DMs are text-only for agent send in this release; WhatsApp supports more message types (chapter 8). Web uses the hosted chat page for the customer.
- If a thread looks missing, confirm you are on All and the correct Inbox tab (Layout Tour).
Next Steps
- Open, Pending, Queued, Expired (article 2.3) — row labels under the channel name
- Web Threads in the Inbox
- Layout Tour (article 2.1) — where the list sits in the UI
- Connecting WhatsApp (chapter 6) · Connecting Instagram (chapter 7) · Web Chat