Manage CRM inboxes and filters
Master the Interlinked AI CRM inbox — use channel tabs, folder views, search, unread filters, and tag-based filtering to organize and prioritize customer conversations efficiently.
Channel tabs
At the top of the CRM, a tab bar lets you filter conversations by messaging platform:
| Tab | What it shows | Icon |
|---|---|---|
| All | Every conversation across all connected channels | Grid icon |
| Only Instagram Direct message conversations | Instagram icon (pink) | |
| Only Facebook Messenger conversations | Facebook icon (blue) | |
| Only WhatsApp conversations | WhatsApp icon (green) |
Switching tabs immediately filters the conversation list below. The selected tab is visually highlighted so you always know which channel view you are in.
Tip
Use channel tabs when you want to focus on a specific platform — for example, reviewing all WhatsApp conversations before launching a marketing campaign, or checking Instagram conversations after running a social media promotion.
Screenshot: CRM channel tabs showing All, Instagram, Facebook, and WhatsApp with the All tab selected
Inbox folders
Below the channel tabs, the conversation list is organized into folders that reflect the conversation’s current status:
Open
The Open folder contains active conversations that may still need attention. This includes:
- New conversations that just arrived
- Conversations where the AI is actively responding
- Conversations where you took manual control and are actively chatting
This is your primary working inbox — the folder you check most frequently.
Solved
The Solved folder contains conversations that have been marked as resolved. When you click the ✓ (checkmark) button on a conversation, it moves from Open to Solved.
Solved conversations are not deleted — they are just moved out of your active inbox so you can focus on conversations that need attention.
You can reopen a solved conversation at any time by clicking the reopen button (↩) in the chat view, which moves it back to the Open folder.
Spam
The Spam folder separates unwanted or irrelevant conversations from your legitimate customer interactions. Conversations moved to Spam are hidden from your Open inbox.
Archived
The Archived folder stores conversations for long-term record-keeping. Archived conversations are removed from the active inbox but remain accessible for reference.
Note
When a customer sends a new message to a conversation that is in Solved, Spam, or Archived, the conversation automatically moves back to the Open folder so you do not miss any new activity.
Search
The search bar at the top of the conversation list lets you find conversations quickly by typing a customer name or keyword from a message. Search results update as you type, with a brief debounce delay to avoid excessive filtering.
Search tips
- Search by customer name — Type the customer’s name to find their conversation.
- Search by content — Type a keyword from a message to find conversations that contain it.
- Clear the search — Delete the search text to return to the full conversation list.
Search works within the currently selected channel tab and folder. If you are on the WhatsApp tab in the Open folder, search results only include open WhatsApp conversations.
Filter by unread
The Unread filter badge appears below the search bar. Click it to toggle between:
- Active (highlighted) — Only shows conversations with unread messages.
- Inactive (dimmed) — Shows all conversations regardless of read status.
This is especially useful when you return to the CRM after being away and want to see which conversations have new messages.
Filter by tags
Tags (labels) provide a powerful way to categorize and filter conversations. The CRM displays your most-used tags as quick-filter badges next to the Unread filter.
How tag filtering works
- Click a tag badge to filter conversations to only those tagged with that label.
- Click multiple tags to filter by several labels simultaneously.
- Click an active tag again to remove it from the filter.
More tags
If your workspace has more than two tags, a + button appears that opens a dropdown with all available tags. You can search for a specific tag and toggle it on or off.
The badge on the + button shows how many additional tag filters are active beyond the two shown in the quick-access area.
Screenshot: CRM filter area showing the Unread badge, two tag badges, and the + button for additional tags
Understanding the conversation list
Each conversation in the list displays:
| Element | Description |
|---|---|
| Avatar | Customer’s profile picture (or initials if no picture is available) |
| Name | Customer’s name as provided by the messaging platform |
| Platform icon | Small icon indicating the channel (Instagram, Facebook, or WhatsApp) |
| Last message preview | Truncated preview of the most recent message in the conversation |
| Timestamp | Time of the last message (today’s time, or date if older) |
| Unread badge | Blue dot or count indicating unread messages |
Conversations are sorted by most recent interaction — the conversation with the newest message appears at the top.
Loading more conversations
The conversation list uses infinite scroll. As you scroll down, more conversations are automatically loaded. A loading spinner appears at the bottom while new conversations are being fetched.
Combining filters
All filter mechanisms work together:
- Channel tab narrows to a specific platform (or All)
- Folder narrows to a conversation status (Open, Solved, Spam, Archived)
- Unread filter narrows to conversations with new messages
- Tag filters narrow to conversations with specific labels
- Search narrows to conversations matching a text query
For example, you could view: WhatsApp → Open → Unread → tagged Prioritario — this shows only open WhatsApp conversations with unread messages that have been marked as priority.
Best practices for inbox management
- Process the Open inbox regularly — Check Open conversations at least once per day. Mark resolved conversations as Solved to keep the inbox clean.
- Use tags strategically — Create a simple tag system (e.g., Priority, Follow-up, VIP) and apply tags consistently so you can filter effectively.
- Move spam promptly — Move irrelevant conversations to Spam so they do not distract from real customer interactions.
- Archive completed interactions — Once a solved conversation has been fully resolved and does not need to be in the Solved folder, archive it for record-keeping.
- Review the Solved folder periodically — Occasionally check Solved conversations to ensure nothing was marked as resolved prematurely.
What to do next
- Learn about conversation tools — See Open and manage a conversation
- Organize customers — See Customer profiles, labels, and notes
- Master the AI/Manual toggle — See Switch between AI and manual control
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