# Manage Customer Conversation on Chat Inbox

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It provides various filters that can be utilized to search for specific types of customers. These filters aid in quickly and effectively searching for a particular group of customers, enhancing efficiency in customer management.

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FsGgzOZKAiRgYRoNOT0hL%2FInbox%20Filters.gif?alt=media&#x26;token=e19d3832-2460-4ea4-9ba9-72514ea0ddf2" alt=""><figcaption></figcaption></figure>

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## The Inbox consists of the following 👇

<details>

<summary><strong>All Chats</strong>: This set includes all conversations</summary>

Under the "**All Chats**" section, chats are further divided into the following categories:

![](https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FQ6etleanXOZOvDekMy23%2Fimage.png?alt=media\&token=65cf569f-9874-42c0-a15e-ddbd16ef7fb9)

1. **Open:** Displays chats that are presently active, with the chat window open within a 24-hour period
2. **Closed:** Displays chats that have been Mark as done ![](https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FJkelEKRclsVzdt4vyTib%2Fimage.png?alt=media\&token=e89ef93c-1b96-4d5d-b00c-f6a212d24aa6), indicating that the conversation has been closed
3. **Awaited Reply:** Shows chats where a response is expected or pending
4. **Unread:** Includes chats that haven't been read yet
5. **All**: Displays all conversations without any specific filtering

</details>

<details>

<summary><strong>My Chats</strong>: These are conversations assigned to you.</summary>

Under "My Chats," the conversations are categorized into:

![](https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FQgNDM0jFJUvPiwq0QnUZ%2Fimage.png?alt=media\&token=ca059367-6ee4-4eb5-b2cf-a69e4557801f)

1. **Open:** Displays chats that are presently active, with the chat window open within a 24-hour period
2. **Closed:** Displays chats that have been Mark as done ![](https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FJkelEKRclsVzdt4vyTib%2Fimage.png?alt=media\&token=e89ef93c-1b96-4d5d-b00c-f6a212d24aa6), indicating that the conversation has been closed
3. **Awaited Reply:** Shows chats where a response is expected or pending
4. **Unread:** Includes chats that haven't been read yet
5. **All**: Displays all conversations assigned to you.

</details>

<details>

<summary><strong>Unassigned</strong>: These chats have not yet been assigned to any specific agent.</summary>

Under "Unassigned Chats," the conversations are categorized into:

![](https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FFTHMtMHv0zpExlNI040P%2Fimage.png?alt=media\&token=7c04818e-1f27-4077-8712-893c7673274f)

1. **Open:** Displays chats that are presently active, with the chat window open within a 24-hour period
2. **Closed:** Displays chats that have been Mark as done ![](https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FJkelEKRclsVzdt4vyTib%2Fimage.png?alt=media\&token=e89ef93c-1b96-4d5d-b00c-f6a212d24aa6), indicating that the conversation has been closed
3. **Unread:** Includes chats that haven't been read yet
4. **All**: Displays all chats that have not been assigned to any specific agent.

</details>

<details>

<summary>Team member: These chats are currently assigned to agents.</summary>

The "Team member" dropdown menu enables you to select an agent, allowing you to view the chats assigned specifically to that agent.&#x20;

<img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2F46jGE1pN4mEr7BYWSrMf%2FCapture.PNG?alt=media&#x26;token=376222f8-bec4-4e49-aaac-18ad891a55cb" alt="" data-size="original">

This feature streamlines the process of managing and monitoring chat assignments within the system.

</details>

<details>

<summary><strong>Tags</strong>: This set involves chats tagged with specific labels</summary>

"[<mark style="color:green;">**Tags**</mark>](https://learn.doubletick.io/chat-management/how-to-use-tags)"  dropdown menu contains all the created or existing tags.&#x20;

![](https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2Fd7rituwcWBtsEff6GBH8%2Fimage.png?alt=media\&token=7d4825c8-29f2-4de4-b81c-2d6a52101b26)

Upon selecting a specific tag from the dropdown menu, all chats that have been labeled with that particular tag will be displayed.&#x20;

This feature allows for easy access and organization of chats based on their assigned tags.

</details>

<details>

<summary><strong>WABAs</strong>: This involves chats related to WhatsApp Business Accounts (WABAs).</summary>

If you have multiple WABA (WhatsApp Business API) channels, you can select or filter a particular WABA from a dropdown menu.&#x20;

![](https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FcYQtN4ywTzCL21mhZXNF%2Fimage.png?alt=media\&token=4c7fe35a-89fa-4e0c-b0cd-72d33be1204d)

By selecting the desired WABA channel from the dropdown, all chats associated with that specific WABA channel will be displayed.&#x20;

This functionality enables users to easily access and manage chats across different WABA channels.

</details>

> *<mark style="color:green;">**The number visible against each filter represents the total number of chats that are associated with or contain the respective filter criteria**</mark>* <img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FbvxKLQ5YKEiXEkhy11aB%2Fimage.png?alt=media&#x26;token=914f6709-b22d-4846-ae0f-b9f5571e47b1" alt="" data-size="line">