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Filters help agents focus on the work that matters — unassigned human chats, a single channel, or follow-ups due today.

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Common filters

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Tips

  • Start shifts on Human + Unassigned to clear the queue.
  • Use Follow-up at the end of day for promised callbacks.
  • Combine channel + assigned filters when specialists own one channel.

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Next

Follow-ups

Mark threads that need a later reply.

Assign conversations

Claim or route unassigned chats.