Using Conversation Filters and Bulk Actions in Captivation Hub

Conversation Filters help you control which conversations are displayed in your inbox so you can focus on what matters most. Combined with sorting and bulk actions, they give you full control over how you manage and prioritize your communication.

What Are Conversation Filters?

Filters are conditions you set to narrow down which conversations appear in your Chat List. Instead of manually scanning your entire inbox, you apply one or more filters and only the matching conversations show up. They work alongside your inbox tabs, sorting options, and bulk actions.

Available Filter Types

Last Message Direction — Filter by whether the most recent message was Inbound (from the contact) or Outbound (sent by you or an automation). Useful for spotting conversations still waiting for a reply.

Last Outbound Message Type — Filter by whether the last outbound message was sent Manually by a team member or Automated by a workflow or campaign. Helps you track which conversations have had real human engagement.

Last Message Channel — Filter by the channel used for the most recent message: SMS, Email, Calls, Voicemail, Live Chat, WhatsApp, Facebook, Instagram, or Google Business Profile. Focus on one channel at a time when needed.

Tag — Filter by one or more contact tags. Tags help categorize contacts and conversations so you can segment and manage them based on custom labels.

Filter Builder and AND / OR Logic

When you apply multiple filters, you can control how they combine:

• AND: The conversation must match all selected filters — this gives you a narrower, more specific result set.
• OR: The conversation can match any one of the selected filters — this gives you a broader result set.

For example: conversations from Email OR WhatsApp, or conversations tagged "VIP" AND assigned to a specific team member.

Managing Multiple Conversations with Bulk Actions

Once you've filtered your conversation list, you can take action on multiple threads at once. Check the select box at the top of the Chat List to enable bulk mode, then choose:

• Mark as Read / Unread
• Star / Unstar
• Delete

Starred Conversations

Star a conversation to flag it for follow-up. The star icon appears both in the conversation list and inside the open thread. Clicking it marks the conversation as starred, and you can access all starred threads from the Starred inbox tab.

Sorting Conversations

Click the sort icon (up/down arrows) in the Chat List to change how conversations are ordered. Available options include:

• Latest All Messages: Most recently active thread at the top, regardless of whether it was manual or automated
• Latest Manual Messages: Prioritizes threads with the most recent human-sent messages
• Oldest Messages: Threads with the oldest activity appear first — useful for working through a backlog

Frequently Asked Questions

Can I save a filter combination to reuse later?
Yes. After setting up your filters, you can save the view so you can quickly access the same filtered list without rebuilding it each time. Look for the Save View option after applying your filters.

Do filters apply across all inboxes?
Filters apply within your currently selected inbox tab (All, My Conversations, Unassigned, etc.). Switch tabs to change the base set of conversations, then layer filters on top.

Does filtering affect what other team members see?
No. Filters are personal to your view. Other team members have their own filter and sort settings.