How to use views and filters in the inbox? | Everything about Papo Global.

To efficiently organize and find conversations in your unified inbox, Papo (https://papo.global/) offers predefined views such as "My", "Unassigned", and "All", in addition to allowing the creation of custom filters based on criteria like agent, team, tag, and conversation status. This functionality is essential for prioritizing service, distributing tasks, and keeping your team's workflow organized.

Managing a high volume of messages from different channels like WhatsApp, Instagram, and email can be a challenge. A disorganized inbox leads to slow response times, frustrated customers, and lost business opportunities. Papo's views and filters system is designed to bring order to this scenario, allowing each team member to focus on what's most important and ensuring no conversation is overlooked.

Predefined Filters: Essential Views

The Papo inbox comes with three main filters that form the basis of your service organization. Understanding the purpose of each is the first step towards an efficient workflow.

Predefined Filter	What it shows	Purpose
My	All conversations directly assigned to you.	To focus exclusively on your conversations, without the distraction of other team conversations.
Unassigned	New conversations that have just arrived and have not yet been assigned to an agent.	To distribute new conversations to the team and ensure all customers receive a first response.
All	Absolutely all conversations in the account, regardless of status or responsible agent.	To get an overview of the operation, monitor message volume, and find specific conversations.

The My view is the starting point for most agents, as it isolates their responsibilities. The Unassigned section functions as a triage area, where managers or the team itself can pick up new conversations to handle. The All view is a powerful tool for team leaders and administrators who need to monitor the overall workload and service quality.

How to create and save custom filters

In addition to the standard views, Papo allows you to create and save your own filters to meet specific operational needs. This is useful for segmenting conversations based on complex criteria and accessing them with just one click.

You can create filters by combining the following criteria:

Agent: See conversations from one or more specific team members.
Team: Filter by a service team, such as "Sales" or "Support".
Inbox: Isolate conversations from a specific channel (e.g., only Instagram or only WhatsApp).
Status: Filter by Open, On Hold, or Resolved conversations.
Tags (Labels): Find conversations marked with one or more tags, such as Urgent, Pending Quote, or Post-sale.

Step-by-step to create a custom filter

Access your inbox on the Papo platform.
Locate the filter option, usually represented by a funnel icon or a "Filter" button.
In the filter panel, select the criteria you want to apply. For example, you can choose Inbox = "Sales - WhatsApp" AND Tag = "Hot Lead".
Click to apply the filter. The conversation list will instantly update to show only the results that match your criteria.
To use this combination of filters again, look for an option like "Save filter" or "Save view".
Give your filter a clear and descriptive name, such as "Hot WhatsApp Leads".
After saving, your custom filter will be available in a quick access list, allowing you to easily switch between different views.

Practical examples of custom filters

To illustrate the power of filters, here are some examples of how different teams can use them:

For Customer Service Managers: Create a filter with Status = "Open" and a time criterion (e.g., "created more than 24 hours ago") to identify conversations that are taking too long to resolve and monitor the SLA (Service Level Agreement).
For Sales Teams: A filter with Tag = "Follow-up" AND Agent = "My User" so that each salesperson can quickly see all leads that need a follow-up contact.
For Technical Support: A filter combining Inbox = "Support - Email" AND Tag = "Bug Reported" to organize all technical tickets received by email in one place.

Frequently Asked Questions

How do I assign a conversation to myself or another agent?

Within a conversation, you will find an option to assign it to an agent. By selecting your own name, the conversation will move to your "My" view. If you assign it to another colleague, it will appear in their "My" inbox.

Can I combine multiple criteria in a single filter?

Yes. The strength of custom filters lies in the ability to combine multiple criteria. For example, you can filter for all Open conversations, with the Urgent tag, on the Instagram channel that are assigned to a specific Team.

Who can create and view custom filters?

Typically, all users can create filters for their own use. Depending on your account settings, there may be options to share filters with the entire team, making standardized views accessible to everyone. Details about permissions are available on the platform.

What happens to a conversation when it is "Resolved"?

When a conversation is marked as "Resolved", it leaves the active service queues (such as "Open" and "My"). It is not deleted and remains in the contact's history, and can be found through search or by applying a status filter for "Resolved" conversations.

How do filters help manage multiple channels?

If your company provides service via WhatsApp, Instagram, and email, the inbox can become very busy. By using the "Inbox" criterion, you can create separate views for each channel. This allows teams or agents to specialize in a specific channel, improving focus and efficiency.

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