Chat Filters

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Chat Filters

Table of contents

Chats
My Chats
Unassigned chats
Groups
Channels
Labels
Campaigns
Agents

CrossTrack provides a variety of chat filters to help you manage chats efficiently.

These filters allow you to quickly filter and access chats based on different pre-defined criteria such as status, assignment, labels, ownership, chat type and more.

This article explains how each chat filter works and how to use them.

Chats

This category includes filters for all chats.

Filter	Description
All	All active and pending chats, excluding archived and blocked chats.
Pending	Unassigned and pending chats, excluding those sent via API, blocked, archived, or deleted.
Unread	Chats with unread messages.
Resolved	Chats that have been resolved.
Favorite	Chats marked as favorite, excluding archived and blocked chats.
Waiting	Chats where the customer has recently sent a message and is waiting for a reply, with no recent outbound messages from the agent.
Unreplied	Active or pending chats that have not yet received a reply from an agent.
Auto-replied	Chats that have received an automatic reply.
Auto-assigned	Chats that have been automatically assigned to an agent.
Assigned	Chats assigned to an agent, excluding blocked and archived chats.
Unassigned	Chats that are unassigned, excluding blocked and archived chats.
Pinned	Pinned chats, excluding blocked and archived chats.
Archived	Chats that have been archived.
Restricted	Chats with restricted access.
Hidden	Chats where the phone number is hidden or the chat ID ends with '@lid'.
Ads	Chats initiated from an advertisement.
Deleted	Chats that have been deleted or removed.
Blocked	Chats that have been blocked.
Muted	Muted chats, excluding archived and blocked chats.

My Chats

This category includes filters for chats assigned to you.

Filter	Description
All	All active and pending chats assigned to you, excluding archived and blocked chats.
Unread	Active and pending chats assigned to you that have unread messages, excluding archived and blocked chats.
Waiting	Chats assigned to you where the customer is waiting for a reply, excluding archived and blocked chats.
Unreplied	Active and pending chats assigned to you that have not received a reply, excluding archived and blocked chats.
Auto-assigned	Active and pending chats that were automatically assigned to you, excluding archived and blocked chats.
Resolved	Resolved chats assigned to you, excluding archived and blocked chats.
Deleted	Deleted chats assigned to you, excluding archived and blocked chats.
Blocked	Blocked chats assigned to you, excluding archived and blocked chats.
Muted	Muted chats assigned to you, excluding archived and blocked chats.
Groups	Group chats assigned to you, excluding archived and blocked chats.
Pinned	Pinned chats assigned to you, excluding archived and blocked chats.
Favorite	Your favorite chats, excluding archived and blocked chats.

Unassigned chats

This category includes filters for unassigned chats.

Filter	Description
All	All active and pending unassigned chats, excluding resolved, archived, and blocked chats.
Unread	Unassigned active and pending chats with unread messages.
Unreplied	Unassigned active and pending chats that have not received a reply.
Auto-replied	Unassigned active and pending chats that have received an automatic reply.
Auto-assigned	Unassigned active and pending chats that have been automatically assigned.
Never Assigned	Unassigned active and pending chats that have never been assigned to an agent.
Previously Assigned	Unassigned active and pending chats that were previously assigned to an agent.
Previously Mine	Unassigned active and pending chats that were previously assigned to you.
Waiting	Unassigned active and pending chats where the customer is waiting for a reply.
Resolved	Unassigned chats that have been resolved.
Archived	Unassigned chats that have been archived.
Deleted	Unassigned chats that have been deleted.
Muted	Unassigned chats that have been muted.

Groups

This category includes filters for group chats.

Filter	Description
All	All active and pending group chats.
Active	All active group chats.
Unread	Group chats with unread messages.
Owned	Group chats that you own (not read-only).
Mine	Group chats assigned to you.
Inactive	Inactive or read-only group chats.
Communities	Group chats that are communities (announcement-only groups).
Communities Mine	Communities that you own or manage.
Assigned	Group chats assigned to an agent.
Unassigned	Group chats that are unassigned.
Pinned	Pinned group chats, excluding blocked and archived chats.
Labeled	Group chats that have labels.
Unlabeled	Group chats without labels.
Muted	Muted group chats.
Favorite	Your favorite group chats.
Archived	Archived group chats.
Deleted	Deleted group chats.

Channels

This category includes filters for channels.

Filter	Description
All	All active and pending channels.
Active	All active channels.
Unread	Channels with unread messages.
Mine	Channels that you manage (not read-only).
Following	Channels you are following (read-only).

Labels

This category includes filters related to labels.

Filter	Description
All	All chats with labels.
None	Chats without any labels.

Campaigns

This category includes filters for campaign-related chats.

Filter	Description
All	All chats associated with campaigns.
Unread	Campaign chats with unread messages.
Assigned	Campaign chats that are assigned to an agent.
Unassigned	Campaign chats that are unassigned.
Others	Campaign chats assigned to other agents.
Mine	Campaign chats assigned to you.
Unreplied	Campaign chats that have not received a reply.
Resolved	Campaign chats that have been resolved.
Unsubscribed	Campaign chats where the user has unsubscribed.