Inbox Filters

Sort and filter your inbox to find the right conversations faster.

Written By ScaleFlows Team

Last updated 22 days ago

💡 Tip: Use this to quickly sort and find messages, track specific orders, and prioritize specific conversations.

Use filters to sort your inbox by recency, order status, reply state, or resolution.

Step 1. Click the funnel icon.

Step 2. Apply any of the following filters:

Use these options to filter tickets based on their relation to customer purchases.

Filter	Description
All Tickets	Displays every ticket in the current view, regardless of order status.
With Orders	Shows only tickets that are linked to a specific customer purchase or order number.
Without Orders	Shows only tickets that are general inquiries and not tied to an existing order.

Use these options to filter based on whose turn it is to reply.

⚠️ Note: Apply the Inbound filter to focus on unresolved customer messages waiting for your response.

Filter	Description
All	Shows tickets regardless of who sent the last message.
Inbound	Displays tickets where the customer was the last person to respond, usually indicating they are waiting for your help.
Outbound	Displays tickets where an agent was the last to reply, usually indicating you are waiting on the customer.

Step 3. Use these options to sort tickets based on recency and read state.

Filter	Description
Newest first	Displays the most recently created or updated tickets at the top.
Oldest first	Displays the oldest tickets at the top, helping you find interactions that have been waiting the longest.
Unread first	Prioritizes tickets with new, unread messages so you can quickly see what needs your attention.