Filters

Filters let you save a set of search rules — by label, channel, workflow, owner, custom data, and more — under a name you can return to later. The same filter system powers both Chats and People, and saved filters can be pinned to the top of the list, reused inside other filters, and referenced by Routines and goals so the right cohort always gets the right follow-up.

Two flavors of filter exist:

• Chat filters narrow the chat list — for example, "Unanswered SMS conversations from VIP customers."
• Member filters narrow the people list — for example, "Patients in the diabetes program who haven't replied this week."

Both work the same way: add one or more rules, preview the results, and save.

How a Filter Works

A filter is a named collection of rules. Each rule has three parts:

Rules combine with AND logic — a chat or member must satisfy every rule to appear in the results. To express OR within a single category, use an "Any of" operator with multiple values (e.g., Label any of: urgent, escalated, vip).

Creating a Chat Filter

1. Go to Chats.

2. Click Add Filter Rule above the chat list.

3. Pick a category from the dropdown:

   Category	What it filters on
   Chat Title	Words that appear in the chat title (contains / exact match)
   Participant	Members who are in the chat
   Owner	The team member assigned to the chat
   Mode	AI mode vs. manual mode
   Channel	Web, SMS, voice, email, Discord, Slack, etc.
   Phone Number	Specific phone numbers the chat uses
   Inbox	Specific email inboxes
   Site	Specific sites the chat originated from
   Workflow	Chats running a specific workflow
   Label	One or more chat labels
   Needs Response	Chats waiting for a human
   Paused	Whether the AI is responding
   Message Count	Number of messages in the chat
   Tool Call	Chats where a specific tool was used
   Created Date / Updated Date	When the chat started or last changed
   Member Filter	Chats whose owner matches a saved member filter

4. Configure the operator and value for the rule.

5. Repeat to add more rules. The chat list updates as you add each rule.

6. Click Save, give the filter a clear name (for example, "VIP — Needs Response"), and confirm.

Creating a Member Filter

Member filters are managed from the People area and are documented in detail in Member Filters. The short version:

1. Go to People.
2. Click Add Filter Rule and choose a category — labels, name, email, age, date of birth, role, phone type, workflow participation, form (data type) values, last activity, notification preferences, TOS acceptance, and more.
3. Configure each rule, watch the member count update, then click Save and name the filter.

Member filters are reusable beyond the People view — they target Routines, milestone goals, and can be referenced from chat filters via the Member Filter category.

When the workspace Experiments feature is enabled, you can filter members by experiment assignment (any experiment, not assigned, or specific groups). See Experiments (A/B Testing).

Pinning Filters to the Dashboard

Pin a filter to make it appear as a tab at the top of the chat or member list, so the cohort you watch most is always one click away.

1. Click the gear icon next to the filter dropdown.
2. In the popover, check the filters you want pinned. Pinned filters appear under a Pinned heading; the rest stay under Available.
3. Pinned filters appear as tabs across the dashboard for everyone in the workspace.

A typical setup is one pinned filter per role — for example, "Needs Response," "My Open Chats," and "Escalated."

Combining Member Filters Inside Chat Filters

A chat filter can reference a saved member filter to narrow chats by their owner's attributes. This is the easiest way to ask questions like:

• "Show me chats whose owner is in the VIP cohort."
• "Show me chats whose owner is enrolled in the diabetes program and hasn't replied this week."

Steps:

1. Save the member filter you want to reuse (for example, "VIP customers").
2. In a chat filter, add a Member Filter rule.
3. Pick the saved member filter and choose Owned by members in or Not owned by members in.

Update the member filter once and every chat filter that references it follows along.

Managing Saved Filters

• Load — Click the filter dropdown and pick a saved filter to apply it.
• Edit — Load the filter, change its rules, then click Save to update it.
• Rename — Open the filter and edit its name inline before saving.
• Delete — Click the trash icon next to a saved filter and confirm. Routines and goals that reference a deleted member filter will need to be reassigned.

Tips

• Filters resolve dynamically. The list is evaluated each time the filter is opened or a routine fires — not when the filter was saved. New chats and members that match the rules appear automatically.
• Pin filters to share focus across a team. Pinned filters become dashboard tabs for everyone, so a "Needs Response" tab keeps the whole team aligned on the same queue.
• Use "Any of" for OR logic. Rules combine with AND across the filter; use multi-select operators within a single rule to express OR.
• Sanity-check before reusing. Before pointing a routine at a member filter, glance at the count and a couple of entries to confirm the rules capture the audience you intend.
• Name filters by the question they answer. "Patients overdue for glucose check-in" beats "Diabetes filter 2" when you come back six months later.

Related

• Chats — Manage conversations across web, SMS, voice, and email
• Member Filters — Step-by-step guide to building member filters
• Labels — Color-coded tags used in many filter rules
• Routines — Run scheduled actions against a saved member filter
• Forms — The form data referenced by data-field filter rules