Your conversation queue (the Inbox) grows fast throughout the day. Filters and sorting help you focus on what matters now: only your conversations, only the urgent ones, only those from one channel.
Available on: All plans.
Who can do it: Any user with access to the Conversations module.
Key concepts
| Concept | What it is | When to use it |
|---|---|---|
| Status filter | Pills (clickable tabs) in the filter row that limit the queue by conversation state | To focus on conversations that are In progress, Resolved, In follow-up, etc. |
| Sender | The channel the conversation came in through (e.g. “WhatsApp Cloud API #1”) | When you operate several numbers/accounts and want to see just one |
| Team | The service team the agent belongs to | To see only your team's conversations (or all of them, if you're a manager) |
| Smart Funnel | The AI agent that runs the conversation until the handoff to a human | To focus on leads for a specific product or segment |
| Sorting | The order in which cards appear in the list | The default is by last activity (most recent at the top). It can be changed to creation date, newest or oldest first |
| Last interaction | The time of the conversation's last activity: a message received or sent (by you, a campaign or the AI) and also actions on the conversation, such as assigning it to someone or changing the priority | A new conversation has a recent time |
Filter by conversation status
The row of pills (clickable tabs) above the list is the most used filter day to day.
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At the top of the list, find the status tabs.
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Click a tab to apply the filter (the active tab is highlighted).
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The list updates immediately, showing only conversations in that state.
| Status | What it shows |
|---|---|
| All conversations | Conversations in every state (open and resolved), with no pre-applied filter |
| In service | Active conversations with service in progress |
| In follow-up | Conversations where the agent is running a follow-up and waiting for the customer's reply |
| In campaign | Conversations from campaign sends |
Filter by channel (sender)
When the account has several WhatsApp numbers or more than one channel (LinkedIn + WhatsApp), the sender filter separates what came in through each one.
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Above the list, click the All senders dropdown.
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Select the channel you want. The names follow what you set up in Channels.
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The list now shows only conversations that came in through that channel.
Filter by team
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Click the All teams dropdown.
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Select the team you want (e.g. “Inbound SDRs”, “Account Managers”).
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The list shows only conversations assigned to that team or its members.
Important: regular agents only see their own teams. Managers and admins see all teams in the account.
Filter by Smart Funnel
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Click the All funnels dropdown.
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Select the Smart Funnel running the conversation
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The list updates with only the conversations run by that funnel.
Queue assignment tabs (All, Mine, AI, Unassigned)
Above the conversation list there's a second set of tabs — the assignment tabs, which split the queue by who is handling each conversation. Which tabs appear depends on your conversation access permission (set by the admin in Platform > Users).
| Your conversation permission | Tabs shown |
|---|---|
| Sees all conversations, sees the team's, or “Only yours + AI” | All | Mine | AI |
| “Only yours” (restricted access, without AI) | Mine | Unassigned |
| Tab | What it shows |
|---|---|
| All | All conversations within your access. Conversations with no owner show up here with the Unassigned marker. |
| Mine | The conversations assigned to you. |
| AI | The conversations the AI (Autopilot mode) is replying to. |
| Unassigned | Conversations with no owner that are already in human service, the ones “up for grabs” (a handoff that didn't go to anyone or a coexistence conversation). It does not include those still with the AI. |
The “Needs attention” chip
In the same row as the assignment tabs there's the Needs attention chip, the only one that shows a number next to its name. It only appears when you're on the In service status tab; when you switch to another status tab (All conversations, In follow-up, In campaign), the chip leaves the row and, if it was active, the filter is turned off.
Clicking the chip filters the queue to conversations marked as “needs attention”, the ones waiting for an action from you.
What the chip shows:
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Only open conversations. A resolved conversation never shows up in this view, even if it still has the attention flag; a resolved conversation doesn't need anyone's attention.
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If you also have the Resolved status filter applied, the attention view takes priority and the list keeps showing only open ones.
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The view respects all other active filters at the same time (team, funnel, channel, search, assignment tab).
The chip's number:
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It's the total number of conversations that need attention within the filters you have applied — not an overall total for the account.
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With the chip active, the number is exactly the number of conversations listed below it.
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It's calculated on the fly, every time the list loads, with no cache; the value doesn't get “stuck” on an old count.
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When there are no conversations in this state, the chip shows no number.
When the attention flag is removed from the conversation:
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If the conversation is in human service, only a reply from an agent removes the flag. An automatic message sent along the way, a follow-up, a campaign or a last message from the AI no longer clears the request for attention.
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If the conversation still has the AI replying, any message sent clears the flag: no one is waiting for you there.
💡 Good to know: before, any message sent from Nuvia cleared the flag, no matter who sent it. In practice, the handoff cleared itself: the AI set “needs attention” when handing over the conversation and, seconds later, its own goodbye message removed the flag; the conversation disappeared from the chip without anyone looking at it.
Filter by your conversations
To focus only on what's yours:
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Above the conversation list, click the “Mine” tab
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The list shows the conversations assigned to you.
What shows up with this filter on:
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Conversations where you are the assigned agent/owner.
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Conversations assigned to another agent do not show up.
Conversations with no owner (new leads no one picked up) show up in the All tab (marked as Unassigned) or, if your access is restricted (“Only yours”), in the Unassigned tab, unless the admin turned on the hide Unassigned toggle for your user.
[GIF: Clicking the Mine tab]
Filter by AI conversations
To see only the conversations the AI is handling:
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Above the conversation list, click the “AI” tab
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The list shows only conversations assigned to the AI.
The AI tab appears for those who see all conversations, the team's, or have “Only yours + AI” access.
[GIF: Clicking the AI tab]
Combine several filters
Filters are cumulative: all selected conditions apply at the same time.
Sort the queue
Next to Filters, the sort button (⇅) lets you choose how the list is organized:
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Sort by: Last activity (default) or Creation date
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Order: Newest first (default) or Oldest first
Your choice is kept in the URL: it stays when you reload the page, can be shared by link and is saved in views. If you don't touch the selector, the list stays exactly as before.
Default order applied by the system:
In the default sort (last activity, newest first), conversations with Urgent or High priority move above the rest, regardless of time.
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Urgent conversations, from newest to oldest.
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High conversations, from newest to oldest.
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Normal, Low or No priority conversations, from newest to oldest.
The card's time (“x min ago”)
Each card in the list shows a relative time — “2 min ago”, “3 h ago”. It counts from the conversation's last activity, the same reference used to sort the queue. In other words: the card's time and its position in the list always agree.
What updates this time:
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A message received from the customer
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A message sent by you, a campaign or the AI
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Actions on the conversation, such as assigning it to an agent or team, changing the priority and resuming the AI
What doesn't update it:
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WhatsApp status confirmations (sent, delivered, read) for a message that already existed