How to Use Conversation Filters & Bulk Actions Overview

In the Conversations tab, we have a few handy tools to help you organize and handle your messages more effectively. These tools include Conversation Filters and Bulk Actions. This article will explain how to use them.

Using Bulk Actions

You can perform actions on multiple conversations at once. However, keep in mind that you can only apply these actions to a maximum of 100 conversations at a time. To use Bulk Actions select the conversations you want to work with by checking the checkboxes next to them.

You can then choose from the following actions.

Mark As Read/Unread

This option will change the Read status for the message. If you select Mark As Read, the message will no longer show as needing a response. If you mark messages as Unread, they will start showing a notification.

Starred Conversations

If you want to highlight important conversations for quick identification, use the star feature to move them to the Starred tab for easy access. If you'd like to remove conversations from that tab, select Unstarred. 

Delete

Selecting this option will delete all messages and related activities from the CRM. After clicking, you will be prompted to confirm the deletion.

Filtering Conversations (Quick Filters)

Conversation Filters also allow you to narrow your view based on specific criteria. These filters help you find the conversations you need quickly. Here are the available filters:

1. Contact Engagement Score: This prioritizes conversations based on the level of interaction from the contact. Higher engagement scores indicate more active communication.
2. Assigned: Separates the conversations based on the person responsible for the contact.
3. Follower Assignment (Contact): This filters conversations according to who is following the contact. You can view contacts you follow or those followed by a specific user.
4. Mentions: This enables you to find conversations where specific users are mentioned, including mentions of yourself or another user.
5. Last Message Direction: This separates the messages depending if the most recent one was inbound or outbound
6. Last Outbound Message Type: This separates the messages from being sent manually or via automation.
7. Last Message Channel: This separates the messages depending on the source of the most recent message.
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To use them, click the funnel icon to open the quick filters, select your desired filters then click Apply.

Sorting Conversations

You can sort your conversations to make them easier to navigate. Sorting can be done in five ways by combining:

• Latest: This arranges conversations from the newest to the oldest.
• Oldest: This does the opposite, arranging conversations from the oldest to the newest.
• All messages: This shows all messages, automated and manual.
• Manual messages: This shows only manually sent messages.
• Engagement Score (High to Low): Here, you can rank conversations from the highest to the lowest engagement score.

You can also use sorting in combination with the Quick Filters mentioned earlier to help you structure your conversations more effectively.

By utilizing these Conversation Filters and Bulk Actions, you can better manage your messages, stay organized, and handle your conversations with efficiency. These tools are designed to make your communication tasks smoother and more manageable.