This guide explains how to use filters to view only conversations where the last reply was sent by an Operator or a Customer.
Step-by-Step Procedure
1. Access the Messages or Chat section of the platform.
2. On the main screen, where the list of conversations is displayed, locate the search and filtering area (usually located above the conversation table).
3. Click on the icon or button that allows access to the advanced Filters (often represented by a funnel-shaped icon).
4. In the filter menu that appears, look for and select the option called Last reply.
5. Choose the desired filtering option:
- Operator: To view only conversations where the last action was a reply sent by a member of your team.
- Customer: To view only conversations where the last action was a reply sent by the customer.
6. Once the filter is selected, the list of conversations will automatically update, showing only those that match the chosen criterion.
7. To remove the filter, reopen the filter menu and deselect the Last reply option.
