Search & Filters
Search conversations by name or phone and filter by status, tag, channel, and escalations.
Search & Filters
When you have many active conversations, search and filtering tools help you quickly find the conversation you need. All these tools are located at the top of the conversation list panel.
Text search
The search field is located just below the "Conversations" title. It has a magnifying glass icon and the placeholder "Search conversations."
You can search by:
- Contact name: type part of the contact's name. The search is case-insensitive.
- Phone number: type part of the contact's phone number.
The search filters the conversation list in real time as you type. You don't need to press Enter.
The search is applied to already loaded conversations. It filters by the name and phone number of the contact associated with each conversation.
Filter by status
A dropdown selector lets you filter conversations by their current status:
| Option | Description |
|---|---|
| All statuses | Shows all conversations (default). |
| Open | Only conversations with "Open" status. |
| In Progress | Only conversations an agent is actively handling. |
| Closed | Only finished conversations. |
When you select a status, the list updates immediately showing only matching conversations.
Filter by tag
If your organization has tags configured, a second dropdown selector appears to filter by tag:
| Option | Description |
|---|---|
| All | Shows all conversations without tag filtering (default). |
| Tag name | Only conversations that have that tag applied. |
For example, you can filter to see only conversations tagged as "Hot" or "Visit Scheduled."
The tag filter only appears if your organization has at least one tag created in Settings > Tags.
Filter by channel
If your organization has more than one WhatsApp number connected, an additional selector appears to filter by channel:
| Option | Description |
|---|---|
| All channels | Shows conversations from all numbers (default). |
| Phone number | Only conversations received through that specific number. |
Each channel is identified by its display number or phone number ID.
Escalation filter ("Human needed")
When there are conversations where the AI bot has requested human assistance, a special button appears at the top:
- It shows a hand icon with the text "Human needed" and a badge with the count of escalated conversations.
- Clicking it activates the filter and only shows conversations that require human attention.
- Click again to deactivate the filter.
When the filter is active, the button changes to a solid red background to indicate it's enabled.
Combining filters
All filters can be combined. For example, you can:
- Search "Maria" + filter by status "Open" + filter by tag "New Lead"
- Filter by channel "5551234" + filter by escalation "Human needed"
- Search a phone number + filter by status "Closed"
Filters are applied additively: a conversation must meet all active criteria to appear in the list.
Empty state
When no results match the active filters, a message is shown:
- With active filters: "No conversations found" with the suggestion "Try adjusting your search or filters."
- With no conversations at all: "No conversations yet" with the explanation "When you receive a new WhatsApp message, it will appear here."
Usage tips
- For quick reviews: filter by "Open" status to see only conversations that need attention.
- For lead follow-up: combine the "Follow-up" tag filter with "In Progress" status.
- For quality reviews: filter by "Closed" status to review finished conversations.
- For urgent escalations: use the "Human needed" filter to prioritize conversations where the bot requested help.
- For multiple numbers: filter by channel to focus on conversations from a specific number.
Related pages
- Conversations — states and conversation management
- Tags — create and manage tags
- Assignments — conversation distribution