Filtering Conversations in Live Chat

Published: Mar 21, 2025

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

Click on the Filter icon next to Chat Views, which opens a dialog displaying the conditions of the selected chat view.
Change the criteria or conditions based on your requirements.
Click Apply to filter the conversations.
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. Learn more

Note: 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
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

To learn about supported operators and their usage, refer to Operators and Their Use Cases

By Customer 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.

Note: 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 (Learn more about Access), and Chat Sorting (Learn more about Sorting) options.
- Click Save to create the new chat view.
- The newly created view loads automatically.

Clearing Applied Filters

The Discard option allows users to reset any unsaved changes to their last saved. 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.

Filtering Conversations in Live Chat