Finding and Filtering Conversations

2 min read

In this article, you'll learn how to open the Inbox, navigate the conversation list, search, sort, switch views, and use filters to find what needs attention.

Opening the Inbox

Log in to the Enjo dashboard.
Select Inbox from the left sidebar.

The badge next to Inbox shows the count of open conversations currently waiting for a response.

The conversation list

The main panel shows a scrollable list of conversations. Each row displays:

Customer name and avatar
Assignee (agent name, or Unassigned)
Date of last activity
Preview of the most recent message
Status badge (Open or Resolved)
Channel icon indicating where the conversation originated

Click any row to open the conversation in the detail view.

Switching views and inboxes

At the top of the Inbox, open the All dropdown to access two controls: Switch view and Switch Inbox.

Switch view

Change which subset of conversations is displayed:

View	Shows
All	Every conversation across all channels
Assigned to me	Conversations assigned to you
Assigned to agent	Conversations assigned to a specific agent
Unassigned	Conversations not yet assigned to any team member

Switch Inbox

If your workspace runs multiple AI Agents — for example, separate agents for IT, HR, and Customer Service — use Switch Inbox to move between them. Select an inbox name to change the active inbox. All conversations for that AI Agent appear in the main view.

Searching conversations

Use the search bar at the top of the conversation list to find specific conversations. Search matches against customer names, message content, and conversation metadata.

Sorting conversations

Use the sort control next to the Filter button to change the order of the conversation list:

Sort option	Order
Newest activity	Most recently active conversations appear first
Oldest activity	Oldest conversations appear first
Waiting longest	Conversations with the longest time since a response appear first

Filtering conversations

Click Filter to open the filter panel. Active filters show a count badge on the button. Filters are grouped into three categories.

Status

Filter	Shows
Open	Conversations still in progress
Closed	Conversations marked Resolved
Both	All conversations regardless of status

Channel

Filter	Source
Slack	Slack workspace
Teams	Microsoft Teams
Website	Web chat widget
Salesforce	Salesforce Service Cloud
API	Direct API connections

AI

Filter	Meaning
AI Answer provided	The AI Agent gave a response
AI Answer not provided	The AI did not respond
AI Answer unsure	The AI flagged uncertainty
No action taken	The AI took no action

💡 Filters combine with AND logic across categories. For example, selecting Open + Slack + AI Answer not provided shows only open Slack conversations where the AI did not respond.

What's next

Working with Conversations — Reply, resolve, and manage open conversations.
Assigning Conversations — Route conversations to agents manually or automatically.