Conversation Controls

What is this?

Conversation Controls are the tools for managing the queue without opening every conversation. Use them to filter what you see and to keep assignment and status accurate at a glance.

What can I do here?

Status tabs

Switch the list between these views:

Tab	What it shows
All Conversations	The full list for the active channel
Assigned to Me	Conversations you own
Unread Messages	Conversations with unread messages
Open Chats	Active threads that need attention — your primary working queue
Resolved Chats	Completed conversations, useful for confirming outcomes
Archived Chats	Conversations moved out of the active queue without deleting history
Blocked Contacts	Contacts you’ve blocked
Unsubscribed Contacts	Contacts who have unsubscribed

Filters

Open the filter panel to narrow the list by Type (WhatsApp, Instagram, Facebook Messenger, Telegram, or Web Chat), Date Range, Label, Team Member, Status, and Stage.

Status — All Statuses, or one of Open, Pending, Assigned, Resolved, or Archived.
Stage — All Stages, or a stage from your Pipelines, grouped by pipeline. It filters by the pipeline stage of the conversation’s contact, and appears only when your channel has pipeline stages and you have permission to view pipelines.

[SCREENSHOT: inbox-filter-status-stage — the filter panel showing the Status and Stage dropdowns below Type, Date Range, Label, and Team Member]

Conversation actions

Action	What it does
Assign to team member	Give ownership to a teammate. Clear ownership prevents duplicate replies.
Unassign	Clear the owner so the conversation returns to the unassigned pool.
Mark as Open / Resolved / Unread	Set the conversation’s status.
Archive Chat / Unarchive Chat	Move a conversation out of, or back into, the active queue.
Block Contact	Stop the contact from sending you messages. Use sparingly and per policy.
Delete Chat / Delete Contact	Remove the conversation or the contact.

How to use it

Pick a status tab — for example Open Chats — to focus your queue.
Open the filter panel and choose the channel type, label, team member, status, or pipeline stage you want.
Open a conversation and use the header menu to assign it, change its status, or archive it.
To block a contact, choose Block Contact and confirm. The conversation moves to the Blocked Contacts tab, and you can unblock the contact at any time.

The filter panel showing Type, Date Range, Label, and Team Member filters

Pair assignment changes with a Note — for example, “Customer asked to be called after 5 PM” — so the next owner has context immediately.

Troubleshooting / Technical Notes

You can’t assign a conversation. Assigning requires the inbox:assign permission.
A filter shows no conversations. Filters combine, so a Status or Stage filter on top of a tab, label, or team member can leave nothing. Set them back to All Statuses and All Stages.
The Stage filter is missing. It appears only when your channel has pipeline stages and you have permission to view pipelines. See Pipelines.
A blocked contact’s messages stopped. Blocked contacts can’t send or receive messages until you unblock them.
Blocking isn’t offered for a contact. It’s available for WhatsApp and Facebook contacts only.

​What is this?

​What can I do here?

​Status tabs

​Filters

​Conversation actions

​How to use it

​Troubleshooting / Technical Notes

​Related docs

What is this?

What can I do here?

Status tabs

Filters

Conversation actions

How to use it

Troubleshooting / Technical Notes

Related docs