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
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
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