Inbox Filtering Guide

Overview

The Velaro inbox is your central workspace for managing all customer conversations across every channel. The inbox supports powerful filtering so you can focus on the conversations that matter most to you right now.

Tabs: Mine vs All

The inbox has two tabs at the top:

• Mine — shows only conversations currently assigned to you. This is your personal queue and the default view when you log in.
• All — shows every conversation for the site or teams you belong to, including unassigned queue items, bot-handled conversations, and conversations assigned to other agents.

Administrators can see all conversations regardless of team membership. Team members only see conversations within their assigned teams.

Filter Button

A Filter button sits in the top-right of the inbox toolbar. When no filters are active, it appears in neutral gray. When filters are active, it turns green and displays a count badge showing how many filter options are applied.

Click Filter to open the filter dropdown.

Filter Sections

Channel

Filter by the channel the conversation came through:

| Option | What it shows |

|--------|--------------|

| Chat | Live website chat conversations |

| SMS | Text message conversations via Twilio SMS |

| WhatsApp | WhatsApp Business conversations |

| IVR | Voice/phone conversations via IVR |

| Facebook | Facebook Messenger conversations |

| Email | Email conversations |

| Ticket | Support tickets (email-originated or manually created) |

| Apple | Apple Messages for Business conversations |

You can select multiple channels at once. For example, selecting Chat and Email shows only chat and email conversations, hiding SMS, WhatsApp, and others.

Status

Filter by conversation status:

| Option | What it shows |

|--------|--------------|

| Open | Conversations that are currently active and require attention |

| Left Chat | Conversations where the contact left before being helped (auto-closed) |

| Resolved | Conversations that have been closed/resolved by an agent |

Assignee (All tab only)

When viewing the All tab, a third section appears to filter by who is handling the conversation:

| Option | What it shows |

|--------|--------------|

| Queue | Unassigned conversations waiting for an agent to claim |

| Bot | Conversations currently being handled by an automated bot |

| Agent | Conversations currently assigned to a human agent |

Selecting Filters

• Click any option to activate it immediately — the conversation list updates in real time.
• Click multiple options to stack them (OR logic within a section, AND logic across sections).
• Click an active option again to deselect it.
• All filters default to "show all" — no selection means no restriction.

Active Filter Pills

When filters are active, colored pill badges appear below the toolbar showing each active filter. You can:

• Click any pill to remove just that filter.
• Click "Clear all" (appears when 2+ filters are active) to reset everything at once.

Clear All

Use Clear all in the filter dropdown footer or in the pills row to instantly reset all filters and return to the default "show everything" view.

Filtering for Tickets

To see only support tickets: open the Filter dropdown → under Channel → select Ticket. You can combine this with status or assignee filters, for example: tickets that are Open and waiting in the Queue.

Sort and Group

The Sort/Group button (next to the Filter button) is independent of filtering. Changing filters does not reset your sort order. Sort options include:

• Newest — most recent conversation first
• Oldest — oldest conversation first
• Longest — conversations waiting longest without a response
• Priority — by ticket priority or urgency score

Group options include grouping by Agent, Status, or Channel.

Common Filtering Patterns

See your urgent open chats:

Mine tab → Filter → Status: Open

See all unassigned queue items:

All tab → Filter → Assignee: Queue

See all unresolved tickets:

All tab → Filter → Channel: Ticket → Status: Open

See all bot-handled conversations:

All tab → Filter → Assignee: Bot

See conversations from a specific channel:

Filter → Channel: [select the channel]