Find conversations
Use team tabs, status pills, labels, and message search to find the conversation you need.
Start in Inbox and narrow the conversation list to the work you need. Your team tab controls whose conversations you see. Status and label filters help you focus that list.
Choose a team tab
Who can do this: the owner or members whose role includes viewing conversations. Viewing conversations assigned to other members requires permission to view all conversations.
| Tab | What you see | Availability |
|---|---|---|
| Mine | Conversations assigned to you. | Appears when your active workspace membership can be identified. The dashboard needs permission to view workspace members for this. |
| Unassigned | Conversations with no assignee. | Available to members who can view conversations. |
| All | Conversations across the workspace, including those assigned to others. | The owner or members who can view all conversations. |
| My queue | Conversations assigned to you plus unassigned conversations. | Replaces All when you cannot view all conversations. |
Use the team tabs (1) before choosing a status pill (2). The Labels filter (3) can narrow the same list further.
Filter by status or unread messages
The Inbox starts with Open selected. Choose Pending, Resolved, or Closed to see that status. Choose the All status pill to include every status within your team tab.
Choose Unread to see conversations with unread messages. It replaces the selected status filter rather than adding to it. See status meanings.
Filter by a contact label
Open the label picker
Select Labels (3), then use Search labels to find a label.
Choose one label
Select a label to show conversations whose contact has it. The filter displays the selected label's name. Your team tab and status or unread choice still apply.
Remove the filter
Open the label filter again and select Clear label filter, or select the same label again.
Create labels before using them, then apply them to contacts.
Search inside a conversation
Open message search
Open a conversation. Select Search messages in its header, or Search from Conversation actions.
Find a text match
Type in Search messages (1). Use Previous search result and Next search result (2), or press Enter for the next result and Shift+Enter for the previous result.
Return to the thread
Select Close search or press Esc.
Search checks loaded text messages in this conversation. Load older messages by scrolling up before searching older history. It does not search the whole Inbox or text inside attachments and message templates.
Navigate with your keyboard
Focus a conversation row, then use Up/Down to move focus and Enter/Space to open it. Home/End focuses the first/last loaded row. Alt+Up/Down opens the previous/next conversation in the filtered list.
Within the team tabs, Left/Right switches tabs. Home/End selects the first/last available tab. See the full keyboard shortcuts.
Troubleshooting
If no conversations match, change your filters or select Clear filters when offered. A removed label can leave a filter with no results; clear the label filter.
If labels fail to load, select Try again in the picker. If Mine is unavailable, ask the owner to check your access to workspace members.