Find and organize Inbox conversations

Choose an Inbox view

• All includes every accessible workflow status.
• My threads includes active conversations assigned to you or shared with you as a collaborator.
• Unassigned includes active conversations without an assignee.
• Open, Waiting, and Closed limit the list to that status.

Doublewire remembers your last selected view. New customer activity on a Waiting or Closed conversation moves it back to Open.

Search

Search by subject, contact or participant name, email, phone, Contact ID, or visible channel identity. Inbox search does not search the complete message body.

Apply filters

Open Filters to narrow the list by the options available to your workspace, including:

• last activity period;
• channel;
• unread activity;
• failed replies;
• human takeover;
• sentiment;
• goal outcome;
• workspace tag.

Select Apply to update the list or Clear to remove the current search and saved filters.

Sort

Sort by last activity, visible timeline item count, or workflow status. Selecting the active sort again reverses its direction. Workflow sorting uses Open, Waiting, then Closed, or the reverse of that order.

Manage workspace tags

Authorized workspace managers can open Tags in the Inbox header to create, rename, recolor, or archive the approved tag catalog. Archiving prevents new use but keeps the tag visible on conversations that already have it.

Restricted members only discover active tags that already appear on work they can access. This prevents tag names from revealing unrelated clients or operations.

Update several conversations

1. Select Manage.
2. Select the conversations, or use Select all for the current page.
3. Use State to mark them read or unread.
4. If permitted, use Status to change them to Open, Waiting, or Closed.
5. If permitted, select Delete and confirm.
6. Select Manage again to leave bulk mode.