Saved filters
The conversation list has four built-in tabs: Alia, Active, Snoozed, Done. Most of the time you want a tighter slice than that. “Active conversations assigned to my team where the SLA is breaching.” “Done conversations from last week tagged refund.” “Untagged conversations older than three days.”
Rebuilding those filters from scratch every morning is a chore. Saved filters fix that. Build the filter combination once, save it with a name, and switch to it with one click whenever you need it.
What a saved filter is
A saved filter is a named bundle of filter conditions on the conversation list. It captures:
- Which tab the filter belongs to (Alia / Active / Snoozed / Done)
- Filter conditions across the supported dimensions: team, agent, tag, channel, language, SLA status, AI-managed / AI-escalated flags, date range, priority
It does not capture display preferences — sort order, column choices, or a search term. Sort order is sticky on the list itself; the saved filter only restores the filter conditions.
Common filter combinations worth saving
- My queue — Active + assigned to me — Daily focus — your work, nothing else
- My team’s queue — Active + assigned to my team — Team-lead overview
- At risk — Active + SLA priority high — What’s about to breach
- Untagged — Active + tag is empty — Cleanup target — these need triage
- Stale — Active + last update older than 7 days — Stuck — need a nudge or a Done
- Recent VIP — Active + customer tier = VIP — High-touch follow-up
- Refunds today — Done + tag = refund + last update = today — Quick audit before posting refunds
- Bug reports — Tag = bug + Active — What engineering needs to see
The right list is yours. People who do triage save different filters than people who handle escalations.
Where saved filters are stored
Saved filters are stored per user. They persist across sessions and devices — sign in on a different machine and your saved filters follow you. One filter can be marked as the default that loads when you open the list.
A user’s saved filters are private to that user. There is no “share filter” button at this time. If you want a teammate to use the same slice, share the filter recipe in writing or build it side-by-side.
Switching between saved filters
Saved filters appear as chips above the conversation list. Click a chip to apply it. Click another chip to switch. Clearing all filters returns to the default tab.
Updating a saved filter
To change a saved filter:
- Apply it.
- Adjust the filter conditions until they match what you want.
- Save — overwriting the existing filter under the same name.
You can also rename or delete a saved filter from the same chip menu.
Saved filters vs. ad-hoc filters
You don’t have to save every filter combination — sometimes you only want to look at one slice for ten seconds. Saved filters are for combinations you reach for repeatedly. Use ad-hoc filters for the rest.
A useful rule: if you’ve built the same filter three times this week, save it.
What saved filters don’t do
- They don’t notify you when matching conversations arrive — they are filters, not subscriptions. For surfacing incoming work to a supervisor, use Monitor instead.
- They don’t act on the slice — they show it to you. To act, combine the saved filter with bulk actions.
- They don’t change your role permissions — you still see only conversations your role can access.
- They don’t capture sort order, search, or column visibility. Those stay on the list itself.