Sign in to your workspace in another tab. Use a test contact or low-risk example whenever the guide asks you to check a customer-facing step.
Follow this path in your workspace
Conversations → My Inbox → Filters
Step by step
- 01
Open Conversations and use the Inbox panel to choose the relevant inbox, folder, saved view or starred list.
- 02
Use the Filters button to combine assignee, follower, mention, tag, last-message direction, message type and channel rules with AND or OR logic.
- 03
Select a thread from the chat-list panel, review unread messages in the center history, and use timeline filters when you need only emails, notes or activity.
- 04
Use the right panel to update contact fields, tags and owner or to open related opportunities, appointments, documents, invoices and payments without leaving the thread.
- 05
Assign the conversation before replying, use an internal note for teammate context, then mark it read or complete only after the next action is recorded.
Small details that make this work better
- Use snippets for repeatable answers, then personalize them.
- Keep private notes separate from customer replies.
- Confirm communication preferences before changing channels.