Summary
Wati provides filters to help you quickly find and organize conversations in your Team Inbox. You can filter conversations by chat status, unread messages, assigned operators, teams, tags, custom attributes, date range, reply status, and other criteria.
This guide explains the available filters, how to search for conversations, and how to apply and save filters for quick access.
Instructions
Available Chat Views
You can filter conversations in your Team Inbox using the following views.
General Views
All Chats — Displays all contacts in your inbox.
Active Chats — Shows new, open, or pending conversations.
Campaigns — Shows conversations where at least one Campaign message was sent.
Unassigned — Shows contacts that have not been assigned to an operator.
Unread — Shows conversations with unread messages.
Last 24 Hours — Shows conversations that were active within the last 24 hours.
Assigned to Me — Shows contacts assigned to the logged-in operator.
Favorite Only — Shows contacts marked as favorites.
Status-Based Views
New — Shows conversations with the New status.
Open — Shows active conversations with the Open status.
Pending — Shows conversations with the Pending status.
Solved — Shows conversations with the Solved status.
Expired — Shows expired conversations.
Blocked Chats — Shows conversations that have been blocked.
Search for conversations
The Team Inbox search bar lets you find conversations using different search fields.
All — Searches messages, contact names, and phone numbers.
Phone or Name — Searches for contacts by their name or phone number.
Messages — Searches for specific keywords in chat messages.
Available search fields by view
The available search fields depend on the Team Inbox view:
All Channels — Messages, Name, Phone, and Instagram Username.
WhatsApp — Name or Phone, and Messages.
Select the appropriate search field when searching for a specific contact. For example, select Phone when searching by phone number and Name when searching by contact name.
Sort conversations
You can sort conversations in the Team Inbox by selecting a sort order from the Sort by menu.
Newest first — Displays the most recently active conversations at the top.
Oldest first — Displays the oldest conversations at the top.
This is useful when you want to prioritize long-waiting conversations or focus on the latest activity first.
Advanced Filters
You can further refine conversations using advanced filters.
Attributes — Filters using predefined contact information such as status, Allow Campaign, Allow SMS, name, and phone number.
Custom Attribute — Filters using a specific custom Contact Attribute.
Assignee — Filters by the assigned operator. You can select multiple operators.
Status — Filters by the current conversation status.
Team — Filters by the assigned team. You can select multiple teams.
Tag — Filters using specific tags. You can select multiple tags.
Campaign name — Filters conversations by a specific campaign name.
Date range — Filters conversations that were active within a selected date range.
Reply status — Filters by whether a conversation has received an agent reply. Select Replied or Unreplied.
About the Unreplied filter
The Unreplied filter shows conversations waiting for a human agent response. Keep the following behavior in mind:
Resolved conversations are removed from the Unreplied list even if no agent replied.
Bot responses do not count as a reply. Only a human operator response removes a conversation from the list.
Sending a template message manually from the Team Inbox counts as a reply and removes the conversation from the Unreplied list.
Operators assigned to a team only see conversations that are unreplied within their assigned teams.
How to apply a filter
Click the Filter icon in the upper-left panel of Team Inbox.
Select the filter type you want to use.
Configure the filter based on your selected criteria.
Optional: Select Save as custom filter to save the filter for future use.
Enter a name for the filter.
Select a visibility level.
If you selected Visible to selected agents, choose which agents to share it with.
Click Apply to save the filter.
The Team Inbox will display conversations that match your selected filter criteria.
Save as custom filter
When saving a filter, you can control who sees it using visibility settings.
Visibility options
Visibility | Who can see it |
Visible to me | Only you. Admins cannot see it in their sidebar. |
Visible to selected agents | You and the specific agents you choose. Admins can also see it. |
Visible to all | All operators in your Wati account. |
Visibility by role
Admins can use all three visibility options.
Operators can use Visible to me and Visible to all only.
The saved filter will appear in your Team Inbox sidebar according to the visibility setting you chose.
Filter conversations using tags
Open Team Inbox.
Click the Filter icon in the upper-left panel.
Select Tag.
Select one or more tags to filter by.
Click Apply.
The Team Inbox will display conversations matching the selected tags.
Frequently Asked Questions (FAQs)
Team Inbox views and search
1. What chat views are available in the Wati Team Inbox?
Wati Team Inbox provides several views to help organize conversations:
All Chats: Displays all contacts in your inbox.
Active Chats: Shows new, open, or pending conversations.
Campaigns: Shows conversations where at least 1 campaign message was sent.
Unassigned: Shows contacts not assigned to an operator.
Unread: Shows conversations with unread messages.
Last 24 Hours: Shows conversations active within the last 24 hours.
Assigned to Me: Shows contacts assigned to the logged-in operator.
Favorite Only: Shows contacts marked as favorites.
New, Open, Pending, Solved, Expired, and Blocked Chats: Show conversations with the corresponding status.
2. What search fields are available in the Team Inbox?
The available search fields depend on the selected view:
All: Searches messages, contact names, and phone numbers.
Phone or Name: Searches for contacts by name or phone number.
Messages: Searches for keywords in chat messages.
All Channels: Supports Messages, Name, Phone, and Instagram Username.
WhatsApp: Supports Name or Phone, and Messages.
3. What advanced filters can I use in the Team Inbox?
You can filter conversations using the following criteria:
Attributes: Predefined contact information, including status, Allow Campaign, Allow SMS, name, and phone number.
Custom Attribute: A specific custom Contact Attribute.
Assignee: Assigned operators.
Status: Current conversation status.
Team: Assigned teams.
Tag: Specific tags.
Campaign name: A specific campaign name.
Date range: The period when conversations were active.
Reply status: Whether an agent has replied, using Replied or Unreplied.
The Assignee, Team, and Tag filters support selecting multiple values.
Reply status and custom filters
4. How does the Unreplied filter work in the Team Inbox?
The Unreplied filter shows conversations waiting for a human agent response. Bot responses don't count as agent replies, but a human operator's response removes a conversation from the Unreplied list. Manually sending a template message from the Team Inbox also counts as a reply. Resolved conversations are removed from the Unreplied list even if no agent replied. Operators assigned to a team can only see unreplied conversations within their assigned teams.
5. How can I sort conversations in the Team Inbox?
The Sort by menu provides 2 options:
Newest first: Displays the most recently active conversations at the top.
Oldest first: Displays the oldest conversations at the top.
6. Can I save custom filters, and who can see them?
Yes. You can save filters for future use and choose their visibility:
Visible to me: Only you can see the filter. Admins cannot see it in their sidebar.
Visible to selected agents: You and the selected agents can see the filter. Admins can also see it.
Visible to all: All operators in your Wati account can see the filter.
Admins can use all 3 visibility options. Operators can use Visible to me and Visible to all, but cannot select Visible to selected agents.
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