Navigating the Inbox: Left Panel Overview
Explore how you can categorize chats and filter them on DoubleTick chat inbox. Learn how to manage, search, and assign customer conversations eficiently.
The left panel of the Inbox provides filters to help you quickly locate and manage specific conversations. Here is a breakdown of everything available in the left panel.
All Chats
This section displays all conversations across the platform, regardless of assignment. Expanding it shows the following sub-categories:
Open: Conversations that are currently active within the 24-hour messaging window.
Closed: Conversations that have been marked as done.
Awaiting Reply: Conversations where a customer's message is pending a response from the agent.
Unread: Conversations that have not yet been read.
All: All conversations with no specific filter applied.
My Chats
This section shows only the conversations assigned to you. It is divided into:
Open: Your active conversations within the 24-hour messaging window.
Closed: Your conversations that have been marked as done.
Awaiting Reply: Your conversations where a customer's message is awaiting a reply.
Unread: Your conversations that you have not yet read.
All: All conversations currently assigned to you.
SLA Breached
This section shows conversations that have exceeded the defined SLA (Service Level Agreement) response time. It is divided into:
Awaiting Reply: SLA-breached conversations where the customer is still waiting for a response.
Unread: SLA-breached conversations that have not been read yet.
All: All conversations that have breached the SLA threshold.
Unassigned
This section contains conversations that have not been assigned to any agent. It includes:
Open: Unassigned conversations that are currently active.
Closed: Unassigned conversations that have been marked as done.
Unread: Unassigned conversations that have not been read.
All: All unassigned conversations.
View
The View toggle lets you switch between two display modes:
All Chats: Shows all individual conversations.
Groups: Shows conversations from WhatsApp Groups.
Team Member
The Team Member dropdown lets you filter conversations by a specific agent. Selecting an agent's name will display only the chats assigned to that person.
Tags
The Tags dropdown lists all existing tags created in your account. Selecting a tag will display only the conversations that have been labeled with it.
Channels
The Channels dropdown allows you to filter conversations by a specific WhatsApp Business API Number. Selecting a channel will display only the conversations associated with it.
Summary
The Inbox left panel gives you full control over how you view and manage conversations. Use All Chats, My Chats, SLA Breached, and Unassigned sections to stay on top of different conversation states. Switch between All Chats and Groups using the View toggle. Apply the Team Member, Tags, and Channels dropdowns to narrow down conversations further. Together, these filters make it easy to prioritize, delegate, and respond to conversations efficiently.
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