> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/chat-management/start-and-manage-chats/how-to-navigate-the-inbox.md). # How to navigate the inbox Explore how to categorize, filter, and bulk-manage conversations using the left panel of the DoubleTick inbox. The left panel of your DoubleTick inbox gives you filters to quickly find and manage the conversations that matter. This guide breaks down everything available there. #### What's covered * [**Chat views** — All Chats, My Chats, SLA Breached, and Unassigned](https://learn.doubletick.io/chat-management/start-and-manage-chats/how-to-navigate-the-inbox#all-chats) * [**Chat filters** — View, Team Member, Tags, Channels, and Date Range](https://learn.doubletick.io/chat-management/start-and-manage-chats/how-to-navigate-the-inbox#view) * [**Bulk actions** — Manage multiple conversations at once](https://learn.doubletick.io/chat-management/start-and-manage-chats/how-to-navigate-the-inbox#bulk-actions)
#### All chats Shows every conversation across the platform, regardless of who it's assigned to. Expanding it reveals: * **Open** — conversations currently active within the 24-hour messaging window. * **Closed** — conversations marked as done. * **Awaiting reply** — conversations where a customer's message is pending a response. * **Unread** — conversations that haven't been read yet. * **All** — every conversation, with no filter applied.
**My chats:** Shows only the conversations **assigned to you**, split the same way: * **Open** — your active conversations within the 24-hour messaging window. * **Closed** — your conversations marked as done. * **Awaiting reply** — your conversations where a customer is waiting on a reply. * **Unread** — your conversations you haven't read yet. * **All** — every conversation currently assigned to you.
**SLA breached:** Shows conversations that have exceeded your defined **SLA (Service Level Agreement)** response time: * **Awaiting reply** — SLA-breached conversations still waiting for a response. * **Unread** — SLA-breached conversations that haven't been read. * **All** — every conversation that has breached the SLA threshold.
**Unassigned**: Shows conversations not yet assigned to any agent: * **Open** — unassigned conversations that are currently active. * **Closed** — unassigned conversations marked as done. * **Unread** — unassigned conversations that haven't been read. * **All** — every unassigned conversation. For the full assignment flow, see how to assign chats.
#### View Toggle between two display modes: * **All chats** — shows all individual conversations. * **Groups** — shows conversations from WhatsApp groups.
**Team member:** The Team member dropdown filters conversations by a specific agent. Selecting an agent's name shows only the chats assigned to them.
**Tags**: The Tags dropdown lists every tag created in your account. Selecting a tag shows only conversations labeled with it.
**Channels**: The Channels dropdown filters conversations by a specific WhatsApp Business API number. Selecting a channel shows only the conversations associated with it.
**Date range**: Narrows conversations down by when they happened. It defaults to **All**, showing conversations regardless of date. Clicking the dropdown offers quick presets: * **All** * **Today** * **Yesterday** * **This week** * **Last week** * **Custom date range** For a specific period, select **Custom date range**, choose the **start and end dates**, use the calendar arrows to navigate between months if needed, and click **OK** to apply the selected date range. Once applied, the range appears as a chip in the dropdown and as a removable tag above the chat list — for example, **Date range: 5 Aug 2026 – 15 Aug 2026**. The conversation list updates instantly.
#### Bulk actions Manage multiple conversations at once instead of handling them individually. To use bulk actions, apply filters if needed, click the **three-dot (⋮) menu** and select **Select chats**, choose the conversations you want, and select an action such as **Mark as done, Assign agent, Un-assign chats, Add tags,** or **Add to broadcast list**. Click **Exit selection** when you're done. #### FAQs **What's the difference between All chats and My chats?**\ All chats shows every conversation regardless of assignment. My chats shows only the conversations assigned to you. **How do I see conversations that are breaching SLA?**\ Use the **SLA breached** filter, which further splits into awaiting reply, unread, and all breached conversations. **Can I filter conversations by date?**\ Yes. Use the **Date range** filter to view conversations from presets like today, this week, or a custom range. **How do I close many conversations at once?**\ Select the conversations using **Bulk actions**, then choose **Mark as done** from the action toolbar. **Can I filter chats by which WhatsApp number they came in on?**\ Yes, use the **Channels** dropdown to filter by a specific WhatsApp Business API number. #### **Suggested articles** How to manage conversations\ How to assign chats\ Understanding the 24-hour conversation window\ How to start a new chat with a customer\ How to block and unblock customers --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://learn.doubletick.io/chat-management/start-and-manage-chats/how-to-navigate-the-inbox.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.