How Do I Use Inbox Filtering?

Introduction

The Agent Inox offers the ability to filter your inbox in order to search through all conversations within a selection to narrow down the results.

Resolution

State

The filter allows you to filter for the current state of the conversation, giving you the following three options:

• Open, any conversation that's currently in a user's inbox.

• Archive, any conversation that's currently archived.

• Snoozed, any conversation that's currently snoozed.

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This allows the user to add an additional filter.

Filter options

Start date:

Filter the results by setting a start date/time, determining whether the conversation(s) was(/were) started before or after the selected date.

• Before: conversation(s) was(/were) started before set date/time.

• After: conversation(s) was(/were) started after set date/time.

Last message:

Filter the results by setting a Last message date/time, determining whether the last message was sent before or after the selected date/time.

• Before: last message was sent before the set date/time.

• After: last message was sent after the set date/time.

Subject:

Filter the results by subject (this works only for channels where a subject is set)

• Contains: the entire subject must contain the given substring.

• Starts with: the subject must start with the given substring.

Owner:

Filter the results by selecting one or more users that should or should not be the current owner of the conversation(s).

• Is: the current owner is the selected user.

• Is not: the current owner is any user but the selected user.

Web store:

Filter the results by selecting one or more web store that should or should not be the current web store of the conversation(s).

• Is: the current web store is the selected web store.

• Is not: the current web store is any user but the selected web store.

Channel:

Filter the results by selecting one or more channel that should or should not be the channel of the conversation(s).

• Is: the channel is the selected channel.

• Is not: the channel is any channel but the selected channels.

Tags:

Filter the results by selecting one or more tags that are or aren't assigned to the conversation(s).

• Has: the conversation(s) have the selected tag(s).

• Has not: the conversation(s) do not have the selected tag(s).

Last rating:

Filter the results by selecting one or more rating(s) that should or should not be the last given rating of the conversation(s).

• Is: the rating is the last given rating of the conversation(s).

• Is not: the rating is not the last given rating of the conversation(s).

SLA:

Filter the results by selecting one or more SLA(s) that should or should not be the current SLA of the conversation(s).

• Is: the SLA is the current SLA of the conversation(s).

• Is not: the SLA is not the current SLA of the conversation(s).