How to Sort Chats in BoldDesk
Sorting chats in BoldDesk helps agents organize and prioritize conversations efficiently. You can either set the default sorting for a chat view (affecting all agents) or change the sorting for your current view only without impacting other agents. This article explains both methods.
Method 1: Change Sorting for the Current Chat View Only
If you want to temporarily change the sorting of chats in the view you are currently using (without affecting the default view for other agents):
- Navigate to the Chats module and open the desired view.
- Click the Sort option at the top-right of the chat list.
- Choose your preferred Sort by criteria:
| Sort By Option | Description |
|---|---|
| Created | Sort chats by their creation date. |
| Modified | Sort based on the last modification date. |
| Last Message | Sort by the most recent message activity. |
| Status | Sort based on chat status (e.g., Open, Closed, Pending). |
| Source | Sort chats by the channel or source (e.g., Live Chat, Telegram, WhatsApp (Gupshup)). |
| Priority | Arrange chats by priority level (e.g., High, Medium, Low). |
- Select the Sort order:
- Ascending: Oldest to newest or lowest to highest.
- Descending: Newest to oldest or highest to lowest.
This change applies only to your current session and does not alter the default view settings for other agents.
Method 2: Set Default Sorting for a Chat View
To permanently set the sorting for a specific view (affecting all agents who use that view):
- In the Chats module, hover over the view name (e.g., All Conversations) in the Views panel.
- Click the three-dot menu next to the view name.
- Select Edit Settings from the dropdown.
- In the Edit Settings dialog:
- Locate the Chat Sorting field.
- Choose your preferred sorting option from the list:
- Locate the Chat Sorting field.
| Sorting Option | Description |
|---|---|
| Created – Ascending | Sorts chats by their creation date in ascending order. |
| Created – Descending | Sorts chats by their creation date in descending order. |
| Modified – Ascending | Sorts chats by last modified date in ascending order. |
| Modified – Descending | Sorts chats by last modified date in descending order. |
| Last Message – Ascending | Sorts chats by last message date in ascending order. |
| Last Message – Descending | Sorts chats by last message date in descending order. |
| Status – Ascending | Sorts chats by status in ascending order. |
| Status – Descending | Sorts chats by status in descending order. |
| Source – Ascending | Sorts chats by source in ascending order. |
| Source – Descending | Sorts chats by source in descending order. |
| Priority – Ascending | Sorts chats by priority in ascending order. |
| Priority – Descending | Sorts chats by priority in descending order. |
- Click Update to save the changes.
- The selected sorting will now be the default for that view and apply to all agents who access it.
- To set the default sorting for a chat view, the agent must have the Manage Views permission.
Frequently Asked Questions (FAQ)
1. What is the purpose of sorting chats in BoldDesk?
Sorting chats helps agents organize and prioritize conversations efficiently. It allows you to view chats in a specific order based on criteria such as creation date, priority, or source.
2. Can I change the sorting of chats without affecting other agents?
Yes. You can change the sorting for your current view only, which applies temporarily and does not impact the default view settings for other agents.
3. How do I change the sorting for my current view?
Navigate to the Chats module → Open the desired view → Click Sort icon → Select criteria → Choose Ascending or Descending.
4. What sorting options are available in BoldDesk?
Created, Modified, Last Message, Priority, Status, Source.
5. How do I set default sorting for a chat view?
Hover over the view name → Click three-dot menu → Edit Settings → Choose sorting option → Update.
6. What permissions are required to set default sorting for a view?
You need Manage Views permission.
7. What is the difference between current view sorting and default view sorting?
- Current View Sorting: Temporary and user-specific.
- Default View Sorting: Permanent and shared across all agents using that view.
8. Best practices for sorting chats:
- Use Priority – Descending to address urgent chats first.
- Apply Created – Ascending to handle older chats promptly.
