Filtering Conversations in Live Chat
In this article, you will learn how to filter conversations using advanced filters. Advanced filters offer greater flexibility and allow you to filter conversations based on custom fields, in addition to a range of predefined filters.
Filtering Conversations
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Click on the Filter icon next to Chat Views, which opens a dialog displaying the conditions of the selected chat view.
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Change the criteria or conditions based on your requirements.
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Click Apply to filter the conversations.
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If you have permission to create new chat views, you will see the Save As option to save the filtered view as a new chat view. If you have permission to modify an existing chat view, the Save option will be available to update the current view. The availability of these options depends on your permission level. Saving Filters as Chat Views
Please be aware that live updates will stop if an unsaved custom filter is applied. Ensure to save your custom filters to maintain real-time updates while using.
By System Fields
The following table summarizes the default fields supported by the advanced filter. These pre-configured fields can be used to refine your search.
| Field | Description | Operators |
|---|---|---|
| AI Agent | Filters conversations that are handled by specified AI Agents. | In |
| Resolution Category | Filters conversations handled by AI Agent based on resolution category. | Is, Is not, In, Not In |
| Resolution Type | Filters conversations resolved by AI Agent based on type of resolution. | Is, Is not, In, Not In |
| Agent | Filters conversations that are assigned to the specified agents. | Is, Is not, Is empty, Is not empty, In, Not In, In Group |
| Group | Filters conversations that are assigned to the specified group. | Is, Is not, Is empty, Is not empty, In, Not In |
| Status | Filters conversations that belong to the selected statuses. | Is, Is not, In, Not In |
| Status Category | Filters conversations with statuses that fall within the selected status category. | Is, Is not, In, Not In |
| Priority | Filters conversations that belong to the selected priorities. | Is, Is not, In, Not In |
| Category | Filters conversations that fall under the specified category. | Is, Is not, In, Not In |
| Source | Filters conversations that are created from the specified source. | Is, Is not, In, Not In |
| Chat Id | Filters conversations based on the selected chat ID. | Is, Is not, Is empty, Is not empty, In, Not In |
| Last Modified By | Filters conversations that were last modified by the selected users. | Is, Is not, In, Not In |
| Closed by | Filters conversation that were closed by the selected users. | Is, Is not, In, Not In |
| Tags | Filters conversations that contain the selected tags. | In, Not All |
| Satisfaction Survey Category | Filters conversations based on the satisfaction rating category. | In, Is empty |
| Satisfaction Survey Points | Filters conversations based on the satisfaction rating points. | In, Is empty |
| Created On | Filters conversations which are created based on selected presets or custom date range. | Between, Relative Date, Greater than, Less than, Last |
| Last Modified On | Filters conversations based on the last modified date or a custom date range. | Between, Relative Date, Greater than, Less than, Last |
| Closed On | Filters conversations that are closed based on selected presets or custom date range. Only closed conversations will be listed. | Between, Relative Date, Greater than, Less than, Is empty, Last |
| Mentioned User | Filters conversations based on the users mentioned in the private conversation replies. | Is, In, Is empty, In Group |
| Last Message On | Filters conversations based on the date of the last message, using selected presets or custom date range. | Between, Relative Date, Greater than, Less than, Last |
| Created By User Id | Filters conversations that are created by the specified users. | Is, Is not, In, Not In, In Group |
| Chat External Reference Id | Filters conversations based on the external reference ID for the chat. | Is, Is not, In, Not In |
| Reopen Count | Filters conversations based on the number of times the conversation was reopened. | Greater than equal to, Less than equal to, Greater than, Less than, Is, Is not |
| Agent Update Count | Filters conversations based on the number of agent replies. | Greater than equal to, Less than equal to, Greater than, Less than, Is, Is not |
| Last Assignee On | Filters conversations based on the date the last agent was assigned, using selected presets or custom date range. | Between, Relative Date, Greater than, Less than, Last |
| Requester | Filters conversations that are requested by the specified users. | Is, Is not, In, Not In, In Group |
| Requester Email | Filters conversations based on the email ID of the requester of the tickets. | Is, Is not, Contains, Does not contain |
| Contact Group Name | Filters conversations that belong to the selected contact groups. | Is, Is not, Is empty, Is not empty, In, Not In |
| Is Anonymous | Filters conversations where the visitor is the requester. | Is |
| Visitor Phone | Filter conversations by visitor phone number to find or exclude specific chats. | Is, Is not, Contains, Does not contain |
| Visitor Id | Filters conversations based on the visitor associated with the conversation. | Is, Is not, In, Not In |
Explore Operators and Their Use Cases.
By Custom Fields
By adding advanced filter-supported custom fields to a conversation, they become automatically available in the advanced filter options. This allows you to narrow down your search and apply filters based on unique data specific to your conversations.
The table below summarizes the supported types of custom fields:
| Field Type | Description | Operators |
|---|---|---|
| Check box | Filters conversations based on the selected checkbox values. | Is, Is not, Is empty |
| Radio Button | Filters conversations based on the selected radio button values. | Is, Is not, Is empty |
| Drop down (single-select) | Filters conversations based on the selected dropdown option values. | Is, Is not, Is empty, Is not empty, In, Not In |
| Drop down (multi-select) | Filters conversations based on the selected multi-select option values. | Is, Is not, Is empty, Is not empty, In |
| Date | Filters conversations based on the selected date preset or custom date range. | Between, Relative Date, Greater than equal to, Less than equal to, Greater than, Less than, Is empty, Is not empty, Is, Is not, Last, Next |
| Numeric | Filters conversations based on the selected numeric field values. | Is, Is not, Is empty, Is not empty, In, Not In, Greater than, Less than, Greater than equal to, Less than equal to |
| Date time | Filters conversations based on the selected date preset or custom date-time range. | Between, Relative Date, Greater than equal to, Less than equal to, Greater than, Less than, Is empty, Is not empty, Is, Is not, Last, Next |
| Decimal | Filters conversations based on the selected decimal field values. | Is, Is not, Is empty, Is not empty, Greater than, Less than, Greater than equal to, Less than equal to |
Saving Filters as Chat Views
- Click on the Filter icon next to Chat Views to open a dialog displaying the conditions of the selected chat view.
- Modify the criteria or conditions as needed.
- The filter dialog always displays the Apply button. The Save As and Save buttons appear based on your permission level.
- To edit and save the existing chat view, click Save.
You can save changes only if you created the chat view or are its owner.
- To create a new chat view, click Save As:
- Enter the Name, Access (Chat View Access Scope), and Chat Sorting (Sorting Chat Conversation Fields ) options.
- Click Save to create the new chat view.
- The newly created view loads automatically.
AI Agent Chat View
This is a system chat view for all conversations handled by AI Agent. This chat view can be accessed from the chat conversation page under the all conversations filter.
The AI Agent view consists of the following chat view categories;
| AI Agent View Category | Definition |
|---|---|
| Assigned to AI | Filters all conversations assigned to AI Agent. |
| All AI Agent Conversations | Filters all conversations where AI Agent participated. |
| Resolved | Filters conversations resolved fully by AI without human agent intervention. |
| Routed | Filters conversations that were routed to a human agent. |
| Abandoned | Filters all conversations handled by AI but the customer did not respond or provide a required response |
Clearing Applied Filters
The Discard option allows users to reset any unsaved changes to their last saved state. This option is temporary — if the user clicks Discard without saving or applying changes and closes the dialog, the next time the dialog is opened, the previously applied values will be shown.
The Clear button resets all unsaved filter changes, returning the view to its original state or the last saved filter before any changes were made.
Permissions Required to Create Chat View
Agents can create chat views based on their Create Chat View permission settings. This permission determines whether they can create:
- Private: Agents can create views that are visible only to themselves.
- Private and Group: Agents can create private views as well as group views.
- Private, Group and Public: Agents can create private views, group views, and public views accessible to all agents.
Frequently Asked Questions (FAQs)
Q1. What are advanced filters in chat views?
Advanced filters allow you to refine conversations using both predefined system fields and custom fields. They provide greater flexibility compared to basic filters.
Q2. How do I apply an advanced filter to conversations?
- Click the Filter icon next to Chat Views.
- Modify the criteria or conditions as needed.
- Click Apply to filter the conversations.
Q3. What happens if I apply an unsaved custom filter?
Live updates will stop when an unsaved custom filter is applied. To maintain real-time updates, save your custom filters.
Q4. Can I filter conversations using custom fields?
Yes. Once custom fields are added to a conversation, they automatically become available in advanced filter options.
Q5. What is the difference between Clear and Discard options?
- Discard resets unsaved changes to the last saved state temporarily.
- Clear removes all unsaved filter changes, restoring the original or last saved filter.
