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Filtering Conversations

Use the filter dropdown in the inbox to narrow conversations by channel (web widget, Facebook, Instagram, phone calls) or by specific chat widgets. Filters stack with the search bar and persist in the URL so you can share filtered views with teammates.

Overview

The filter dropdown sits next to the search bar in the chat list. Click the sliders icon to open it — a small blue badge on the button shows how many filters are currently active.

Inside the popover, filters are split into two groups:

  • Channels — what kind of conversation it is (web chat, social, phone)
  • Widgets — which of your chat widgets the conversation came from

The filter applies on top of the inbox category you have selected (My Inbox, All, Unassigned, or Visitors) and on top of anything typed in the search bar — they all combine.

Channels

Pick one or more channels to show only conversations from those sources:

  • Web widget — chats started through the Yaplet widget on your website
  • Facebook — Messenger conversations from connected Facebook pages
  • Instagram — DM conversations from connected Instagram accounts
  • Phone calls — voice conversations from connected phone numbers

Selecting multiple channels widens the view (web widget or phone calls, for example). Leave all of them unselected to include every channel.

Facebook and Instagram only show useful results once you've connected the matching account. Phone calls require a connected phone number.

Widgets

If your organization runs more than one chat widget, the Widgets group lets you focus on conversations from specific widgets. Each widget shows its avatar and name; click to toggle it on or off.

When you have more than five widgets, a search box appears at the top of the group so you can quickly find the one you need by name.

Multiple widgets in this group also widen the view (any of the selected widgets). Channel filters and widget filters combine — for example, "Web widget" channel + a specific widget shows only web chats from that one widget.

Sharing filtered views

Your filter selection is stored in the page URL, so the filtered view can be bookmarked or shared. Copy the URL after applying filters and send it to a teammate — opening the link will restore the same channel and widget selection on their side (as long as they have access to the same widgets).

The Clear button in the popover header resets every filter — channels and widgets — in a single click.

Agent widget scoping

If an agent is scoped to specific widgets, the widget list in this dropdown automatically hides widgets they don't have access to. They also won't see conversations, visitors, or unread counts from widgets outside their scope.

Owners and admins always see every widget regardless of scope. Widget access can be configured from the Organizations page or the Widget editor.

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