Finding the Right Conversations
Using the Dashboard Tiles
The fastest way to focus on specific messages is to click the dashboard tiles. For example:
Click New replies to see recent responses
Click Support issues and requests to prioritize urgent questions
Click Champions and highly engaged to connect with your most active supporters
Advanced Filtering
Need to get more specific? Click the filter icon to open the All filters panel where you can combine multiple criteria to find exactly what you need.
Available Filters:
Assignee Choose conversations assigned to specific team members, assigned to you, or unassigned conversations.
List Filter by which subscriber list the person belongs to. This helps you segment conversations by campaign, interest group, or audience.
Status Select one or more status options:
Read - Conversations you've already opened
Unread - New messages you haven't viewed yet
Resolved - Conversations marked as complete
Unresolved - Messages that need follow-up or further action
You can select multiple status checkboxes to see combinations (like both Unread and Resolved).
Affinity Level Filter by how engaged each subscriber is with your messages:
Champions - Your most active, highly engaged supporters
Highly Engaged - Very active subscribers who regularly interact
Passive Constituents - Subscribers who engage occasionally
At-Risk - Less engaged subscribers who might need re-engagement
Inactive - Subscribers with minimal or no recent engagement
Select multiple affinity levels to see broader groups.
Reply Classification Filter by the type of message:
Support Message - Questions or issues needing assistance
Other classifications your organization has set up
Message Replied Search for conversations containing specific keywords or phrases within the messages themselves. This is helpful when you remember what someone said but need to find the conversation.
Reply Sentiment Score Filter by the emotional tone detected in messages:
Positive - Messages expressing satisfaction, gratitude, or enthusiasm
Negative - Messages showing frustration, disappointment, or concern
Neutral - Messages without strong emotional indicators
Date Choose from preset time ranges or create a custom interval:
Last 24 hours - Today's messages
Last 48 hours - Past two days
Last 7 days - This past week
Last 14 days - Past two weeks
Last 30 days - This past month
Last 45 days - Default dashboard view
Custom Interval - Set your own date range
How to Apply Filters
Click the filter icon above your conversation list
The All filters panel opens on the right side
Select your criteria (you can choose multiple options across different filter types)
Click Apply at the bottom of the panel
Your conversation list updates immediately to show only matching conversations
To clear all filters: Click Clear All at the bottom of the filter panel, or click the X to close the panel without saving changes.
Filter Combinations for Common Tasks
Find urgent messages from engaged supporters:
Status: Unread + Unresolved
Affinity Level: Champions + Highly Engaged
Reply Classification: Support Message
Review this week's positive feedback:
Date: Last 7 days
Reply Sentiment Score: Positive
Check your team member's workload:
Assignee: [Select team member]
Status: Unresolved
Find conversations that need attention:
Status: Unresolved
Date: Last 7 days
(This shows what's been sitting unresolved for up to a week)
Identify re-engagement opportunities:
Affinity Level: At-Risk + Inactive
Status: Unread
Tips for Effective Filtering
Combine strategically: Filters work together with "and" logic—messages must match all selected criteria. Start broad and add filters to narrow down.
Use date filters: When reviewing large volumes, limit by date first to make other filters more manageable.
Save time with affinity levels: Instead of manually identifying your best supporters, use Champions and Highly Engaged filters to prioritize your most valuable relationships.
Leverage sentiment: Negative sentiment messages might need immediate attention and careful responses, while positive sentiment messages are opportunities to deepen relationships.
Having trouble with filters?
If your filtered view is empty, try removing criteria one at a time—you might have conflicting selections
Remember that selecting multiple options within the same filter type (like multiple Affinity Levels) shows conversations matching ANY of those options
If search isn't finding expected messages, try shorter or partial keywords
Check that your date range includes when the conversation occurred