On a busy day the thread list gets long. Filters shorten it. They never delete anything. They hide what is not relevant at that moment.
What a filter is
A filter is a rule that says "only show me threads like this". Turn it on and the list shrinks. Turn it off and everything comes back.
Filtering is not the same as searching. Searching looks for particular words. Filtering shows you a category of conversation, whatever it says inside. Use a filter when you want "everything nobody has picked up". Use search when you want "the one about the broken zip".
The seven tabs, one by one
Under the two queue tabs there is a row of seven filter tabs. Each one answers a different question. These seven belong to the Inbox queue. The Autopilot queue has four different ones of its own.
- My Threads
- Conversations assigned to you. This is your personal to-do list. Start here.
- My Teams
- Conversations assigned to any team you belong to, whoever is handling them. Useful for seeing how your team is doing overall.
- Threads I'm in
- Conversations you have taken part in, even if they are not assigned to you. Handy when you replied once and want to see what happened next.
- Unassigned
- Conversations nobody has taken responsibility for yet. These are the ones most likely to be missed, so check this tab often.
- Unread
- Conversations with messages nobody on your team has opened yet.
- Mentions
- Conversations where a colleague typed @ and your name in a private note to get your attention. Treat these as someone tapping you on the shoulder.
- Spam
- Junk. Gruvi puts obvious rubbish here so it stays out of your way. Look in occasionally in case something real was sent here by mistake.
How to switch tabs
- 1Open the Inbox from the left-hand sidebar.
- 2Find the row of tabs above the thread list, starting with My Threads.
- 3Click the tab you want.
- 4The selected tab is highlighted, and the list below changes straight away.
- 5Only one tab can be active at a time. Clicking a new one replaces the old one.
Filtering further with the funnel
The tabs cover the common cases. For anything more specific, use the funnel icon to the right of the tabs.
- 1Click the funnel icon above the thread list.
- 2A panel opens with five dropdowns: Status, Labels, Assignee, Channel and Response time.
- 3Click a dropdown to see its options, then tick the ones you want.
- 4Your choices apply immediately. You can combine them, for example Status: Open plus Channel: WhatsApp.
- 5Click the funnel icon again to close the panel. Your filters stay on.
What each dropdown does:
- Status
- Where a conversation has got to: Open, Pending, Resolved, Closed or Spam.
- Labels
- Your own tags, such as "refund" or "VIP". You create these in settings.
- Assignee
- Who is responsible for the conversation.
- Channel
- How the customer contacted you: live chat, email, WhatsApp or Telegram.
- Response time
- How long a conversation has been waiting, so you can find the ones going stale.
Grouping threads
At the bottom of the funnel panel there are two extra switches. These do not hide anything. They rearrange the list so related conversations sit together.
- Group by tracker
- Bundles threads that belong to the same tracked item.
- Group by group chat
- Bundles threads that come from the same group conversation, so a busy chat does not spread itself across your whole list.
How to get back to the full list
- 1Click the funnel icon to open the filter panel.
- 2Untick anything you have selected in the dropdowns.
- 3Click the My Threads tab, or whichever tab you normally work from.