1. [Help](https://nuvia.ai/en/docs)
2. [Conversations](https://nuvia.ai/en/docs/colecoes/19377965-conversations)

# How to filter and sort the conversation queue in Nuvia

Use status, channel, team and Smart Funnel filters to focus on the right conversations. Sort by last activity or creation date.

Available on

All plans

Who can do it

Any user with access to the Conversations module

Updated on November 3, 2026

[Conversations](https://nuvia.ai/en/docs/colecoes/19377965-conversations)

1. [How to use and assign conversations](https://nuvia.ai/en/docs/artigos/14499126-how-to-use-and-assign-conversations)
2. [How to send audio, images, documents and media from the Inbox](https://nuvia.ai/en/docs/artigos/15353019-how-to-send-audio-images-documents-and-media-from-inbox)
3. [How to filter and sort the conversation queue in Nuvia](https://nuvia.ai/en/docs/artigos/15353059-how-to-filter-and-sort-the-conversation-queue)
4. [How to distribute conversations among agents (Conversation distribution)](https://nuvia.ai/en/docs/artigos/15705683-how-to-distribute-conversations-among-agents)
5. [How to rate AI replies in the Inbox](https://nuvia.ai/en/docs/artigos/16108448-how-to-rate-ai-replies-in-inbox)
6. [How to print or save an entire conversation as a PDF](https://nuvia.ai/en/docs/artigos/16414236-print-or-save-entire-conversation-as-pdf)
7. [How to use the closing reason for conversations](https://nuvia.ai/en/docs/artigos/18174515-how-to-use-closing-reason-for-conversations)
8. [How to transfer a conversation between agents in Nuvia](https://nuvia.ai/en/docs/artigos/14500664-how-to-transfer-conversation-between-agents)
9. [How to create and use quick replies in the Inbox](https://nuvia.ai/en/docs/artigos/17313968-how-to-create-and-use-quick-replies-in-inbox)

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

ConceptWhat it isWhen 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.

1.

At the top of the list, find the **status tabs**.

2.

Click a tab to apply the filter (the active tab is highlighted).

3.

The list updates immediately, showing only conversations in that state.

StatusWhat 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.

1.

Above the list, click the **All senders** dropdown.

2.

Select the channel you want. The names follow what you set up in **Channels**.

3.

The list now shows only conversations that came in through that channel.

Tip

if you operate two WhatsApp numbers (e.g. sales and support), filtering by sender is the fastest way to keep contexts separate.

### Filter by team

1.

Click the **All teams** dropdown.

2.

Select the team you want (e.g. “Inbound SDRs”, “Account Managers”).

3.

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

1.

Click the **All funnels** dropdown.

2.

Select the **Smart Funnel** running the conversation

3.

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 permissionTabs shown

Sees **all** conversations, sees the **team's**, or **“Only yours + AI”** All | Mine | AI

**“Only yours”** (restricted access, without AI) Mine | Unassigned

TabWhat 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.

**Why does only “Only yours” access have the “Unassigned” tab?** Anyone who sees “All” already finds these orphan conversations in the **All** tab (by the **Unassigned** marker). The dedicated tab exists so agents with restricted access don't lose track of leads that don't have an owner yet.

**Can an admin hide the “Unassigned” pool for a specific user?** Yes. In **Platform > Users**, in the user's **Access control** card (available for the Own, Own + AI and Team scopes), there's the **“Hide unassigned conversations”** toggle. When it's on, that user no longer sees orphan conversations anywhere — the **Unassigned** tab disappears from their navigation and the general list no longer shows these conversations either. An old URL pointing to that tab is automatically redirected to the default tab. It's a per-user setting: it doesn't affect other agents, and **All** access is never affected.

### 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:**

-

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.

-

If you also have the **Resolved** status filter applied, the attention view takes priority and the list keeps showing only open ones.

-

The view respects all other active filters at the same time (team, funnel, channel, search, assignment tab).

**The chip's number:**

-

It's the total number of conversations that need attention **within the filters you have applied** — not an overall total for the account.

-

With the chip active, the number is exactly the number of conversations listed below it.

-

It's calculated on the fly, every time the list loads, with no cache; the value doesn't get “stuck” on an old count.

-

When there are no conversations in this state, the chip shows no number.

Good to know

before, the chip's number could disagree with the list, for example showing 21 with 7 conversations listed, because the counter came from a separate query, with its own filters and its own cache. Now the number comes from the same response that builds the list, so the two can't diverge.

**When the attention flag is removed from the conversation:**

-

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.

-

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:

1.

Above the conversation list, click the **“Mine”** tab

2.

The list shows the conversations assigned to you.

**What shows up with this filter on:**

-

Conversations where **you** are the assigned agent/owner.

-

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:

1.

Above the conversation list, click the **“AI”** tab

2.

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.

Example

**Converted Trial** funnel + **In campaign** → conversations generated by the trial funnel campaign.

### Sort the queue

Next to **Filters**, the **sort** button (⇅) lets you choose how the list is organized:

-

**Sort by:** Last activity (default) or Creation date

-

**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.

Tip

sorting by **Creation date** with **Oldest first** helps you find the leads that have been in the queue the longest.

#### 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.

1.

**Urgent** conversations, from newest to oldest.

2.

**High** conversations, from newest to oldest.

3.

**Normal**, **Low** or **No priority** conversations, from newest to oldest.

Conversations marked as **Needs attention** (orange badge) are highlighted visually, but follow the same chronological order.

#### 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:**

-

A message received from the customer

-

A message sent by you, a campaign or the AI

-

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:**

-

WhatsApp status confirmations (sent, delivered, read) for a message that already existed

Good to know

before, the card's time could reset on its own — when WhatsApp confirmed delivery or reading of an old message — and could stay still even with the agent or the AI replying, because it only counted the customer's last reply. Both behaviors were fixed. The same time shows on the contact card in the **Pipeline**, following the same rule.

Fixed

with an advanced filter (e.g. “Funnel stage”) and resolved conversations, the total number of conversations now matches the list. Before, it could be inflated, for example 18 on the counter for 7 in the list.

Tip

to move a specific conversation to the top of the team's queue, set its priority to **Urgent**. Use it sparingly; if everything is urgent, nothing is.

## Frequently asked questions

## Frequently asked questions

**Can I save a filter combination as a default view?**

Yes, with saved views: filters, columns and the chosen sort are saved under a name. Filters and sorting also stay in the URL, so you can bookmark the link in your browser as a shortcut.

**Are the filters I apply shared with the team?**

No. Each user applies their own filters; what you see doesn't change what another agent sees. The list is personalized per session.

**Can I sort conversations by creation date?**

Yes. Click the sort button next to Filters and choose **Creation date**, newest or oldest first.

**Which assignment tabs do I see?**

It depends on your conversation access permission. If you see all conversations, the team's, or have “Only yours + AI”, you get the **All**, **Mine** and **AI** tabs. If your access is restricted (“Only yours”), you get **Mine** and **Unassigned**. Ask the admin to adjust your permission in Platform > Users if you need a different view.

**What is the “Unassigned” tab?**

It's a tab shown to those with restricted access (“Only yours”). It gathers conversations **with no owner** that **are already in human service** — that is, the ones “up for grabs” (a handoff that didn't go to anyone or a coexistence conversation). It doesn't include conversations still with the AI. Those who see “All” find the same conversations in the **All** tab, marked as **Unassigned**.

**My “Unassigned” tab disappeared. What happened?**

An admin may have turned on the **“Hide unassigned conversations”** toggle for your user (in Platform > Users > Access control). With it on, you no longer see orphan conversations — neither in the dedicated tab nor in the general list. Ask the admin to turn off the toggle if you need to see them again.

**The number on the “Needs attention” chip differs from the number of conversations in the list. Why?**

It shouldn't happen anymore. With the chip active, the number is the total of the list itself — both come from the same query. If you see a difference, reload the page and, if it persists, let support know.

**Why doesn't a resolved conversation show up in the “Needs attention” chip?**

Because the attention view only considers **open** conversations. Resolving the conversation removes it from the chip, even if the attention flag is still recorded on it.

**The “Needs attention” chip disappeared from the tab row. What happened?**

It only exists on the **In service** status tab. If you switched to All conversations, In follow-up or In campaign, the chip leaves the row. Go back to **In service** to use it.

**How do I filter conversations the AI is replying to (Autopilot)?**

Click the “AI” tab above the conversation cards. It shows only the conversations the AI is replying to. This tab appears for those who see all conversations, the team's, or have “Only yours + AI” access.

**The card's “x min ago” reset without anyone saying anything in the conversation. Why?**

It shouldn't happen anymore. The card's time counts from the conversation's last real activity (message received, message sent or an action like assignment and priority). WhatsApp delivery and read confirmations for old messages no longer reset the counter. If you see this behavior again, reload the page and, if it persists, let support know.

**Does the card's time count only the customer's reply?**

No. It counts any activity in the conversation, whether from the customer, the agent, a campaign or the AI. To know specifically when the customer last replied, open the conversation and check the last message received.

**Does sorting consider priority or the last message first?**

In the default sort, priority comes first (**Urgent** > **High** > others). Within the same priority level, it sorts by last activity (most recent at the top).

**Can I see resolved conversations from more than 30 days ago?**

Yes. Apply the **Resolved** filter. History is available indefinitely (there's no 30-day limit).

**I applied filters, but the list is still slow. Why?**

Lists with more than 5,000 open conversations can slow down the interface even with filters. Resolve conversations that are already finished to keep the queue lean (this improves performance).

[PreviousHow to send audio, images, documents and media from the Inbox](https://nuvia.ai/en/docs/artigos/15353019-how-to-send-audio-images-documents-and-media-from-inbox) [NextHow to distribute conversations among agents (Conversation distribution)](https://nuvia.ai/en/docs/artigos/15705683-how-to-distribute-conversations-among-agents)

Was this article helpful?

## Related articles

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- [How to use Nuvia's data Dashboards (customer service, campaigns, funnel)](https://nuvia.ai/en/docs/artigos/14499194-how-to-use-nuvia-dashboards-service-campaigns-funnel)
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- [How to view and export conversations](https://nuvia.ai/en/docs/artigos/15363594-how-to-view-and-export-conversations)

[Conversations](https://nuvia.ai/en/docs/colecoes/19377965-conversations)

1. [How to use and assign conversations](https://nuvia.ai/en/docs/artigos/14499126-how-to-use-and-assign-conversations)
2. [How to send audio, images, documents and media from the Inbox](https://nuvia.ai/en/docs/artigos/15353019-how-to-send-audio-images-documents-and-media-from-inbox)
3. [How to filter and sort the conversation queue in Nuvia](https://nuvia.ai/en/docs/artigos/15353059-how-to-filter-and-sort-the-conversation-queue)
4. [How to distribute conversations among agents (Conversation distribution)](https://nuvia.ai/en/docs/artigos/15705683-how-to-distribute-conversations-among-agents)
5. [How to rate AI replies in the Inbox](https://nuvia.ai/en/docs/artigos/16108448-how-to-rate-ai-replies-in-inbox)
6. [How to print or save an entire conversation as a PDF](https://nuvia.ai/en/docs/artigos/16414236-print-or-save-entire-conversation-as-pdf)
7. [How to use the closing reason for conversations](https://nuvia.ai/en/docs/artigos/18174515-how-to-use-closing-reason-for-conversations)
8. [How to transfer a conversation between agents in Nuvia](https://nuvia.ai/en/docs/artigos/14500664-how-to-transfer-conversation-between-agents)
9. [How to create and use quick replies in the Inbox](https://nuvia.ai/en/docs/artigos/17313968-how-to-create-and-use-quick-replies-in-inbox)

## Still need help?

Customers reach support through the chat inside the platform. Not a customer yet? Talk to our team.

[Talk to support in the platform](https://app.nuvia.ai) [I'm not a customer yet](https://nuvia.ai/en/contact)

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Source: https://nuvia.ai/en/docs/artigos/15353059-how-to-filter-and-sort-the-conversation-queue