> ## Documentation Index
> Fetch the complete documentation index at: https://support.quo.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Inbox filters
> Use filters and views to organize conversations by status, properties, and custom criteria for efficient inbox management.
## Overview
Inbox filtering in Quo lets you focus on the conversations and calls that matter most. Your inbox has two views, **Chats** and **Calls**, each with its own set of filters. Filter by status, company, team member, custom contact properties, and more to keep your workflow organized.
**Filters apply to the inbox and view you're currently in.**
***
**Chats view** filters help you find and prioritize conversations with contacts. You can filter by conversation status, company, or custom contact properties you've set up.
| Filter | Web / Desktop | Mobile |
| ---------------------------------- | ------------- | ------ |
| Open / Done / Unread | ✅ | ✅ |
| Unresponded | ✅ | ✅ |
| Company | ✅ | ✅ |
| Custom properties (Tags-type only) | ✅ | ✅ |
**Calls view** filters help you find specific call records. You can filter by call outcome, direction, team member, and more. Some filters are only available on web and desktop.
| Filter | Web / Desktop | Mobile |
| ------------------- | ------------- | ------ |
| Open / Done | ✅ | ✅ |
| Unresponded | ✅ | ✅ |
| Missed | ✅ | ✅ |
| Voicemail | ✅ | ✅ |
| Handled by Sona | ✅ | ✅ |
| AI call tags | ✅ | ✅ |
| Direction | ✅ | ❌ |
| Team member | ✅ | ❌ |
| Ended / In progress | ✅ | ❌ |
| Date | ✅ | ❌ |
***
## Understanding filtering concepts
Quo offers two types of filters that differ slightly depending on the view you're in: **Conversation status filters** that appear as pill buttons in the toolbar, and **Advanced** **filters** that are accessed by clicking or tapping the **Filter** button.
Learn more about the available filters in the toggles:
| Conversation status filter | What it shows |
| :------------------------- | :-------------------------------------------------- |
| **Open** | Active conversations requiring attention |
| **Done** | Completed conversations archived from the main view |
| **Unread** | Messages not yet viewed by any team member |
| **Unresponded** | Conversations with no team reply yet |
***
| Advanced filter | What it shows |
| :-------------------- | :-------------------------------------------------------------------------------- |
| **Company** | Conversations filtered by the company associated with a contact |
| **Custom properties** | Conversations filtered by any **Tags-type** custom contact property you've set up |
| Conversation status filter | What it shows |
| :------------------------- | :------------------------------------------------- |
| **Open** | Active call records |
| **Done** | Completed call records archived from the main view |
| **Unresponded** | Missed calls with no callback yet |
| **Missed** | Calls you didn't answer |
| **Voicemail** | Calls where the contact left a voicemail |
| **Direction** | Incoming or outgoing calls |
| **Handled by Sona** | Calls handled by your AI agent |
***
| Advanced filter | What it shows |
| :---------------------- | :------------------------------------------------- |
| **Team member** | Calls filtered by the team member who participated |
| **AI call tags** | Calls filtered by AI-generated call tags |
| **Ended / In progress** | Call records filtered by current call state |
| **Date** | Call records filtered by a specific date |
Filters work within each phone number inbox, so select the correct inbox before applying filters for comprehensive results.
***
## Basic conversation status management
Understanding when and how to use each status helps maintain inbox organization.
Statues are applied from the **Chats view.** You automatically land here when you open an inbox and this is where you can see all of your conversations.
**Mark as Done:**
* Use when conversations are completed and resolved
* Perfect for verification codes, confirmations, and one-time communications
* Removes conversations from main view while preserving history
**Mark as Unread:**
* Creates active notifications for follow-up reminders
* Useful when you need to respond but aren't immediately available
* Helps coordinate team responsibilities for shared conversations
Hover over conversations to mark them **Done or Unread** quickly from your inbox.
1. Select a conversation from your inbox
2. Choose a status action:
* Click the **square icon** to mark as **unread**
* Click the **checkmark (✓)** icon to mark as **done**
* From the main Chats view on mobile, there are two ways to update a conversation status:
1. Swipe gestures
* **Swipe right** to mark a conversation as unread
* **Swipe left** to mark a conversation as done
2. Long press
1. Press and hold the conversation you want to mark
2. Tap "Mark as unread" or "Move to done" in the pop-up
***
## Advanced filtering features
Advanced filters are available with the **Filter** button in both the Chats and Calls views. The options differ depending on which view you're in.
**Chats view advanced filters:**
* **Company**: Filter by company name associated with a contact
* **Tags-type custom properties**: Filter by any Tags-type custom contact property you've created (for example, a "Membership tier" property with tags like Gold, Silver, and Bronze)
**Calls view advanced filters:**
* **Team member**: Filter calls by the team member who participated
* **Ended / In progress**: Filter by current call state
* **Date**: Filter by call date
* **Call tags**: Filter by AI-generated call tags. See [AI call tags](https://support.quo.com/core-concepts/ai-automations/ai-call-tags) for more information.
***
### Setting up custom contact properties for filtering
Only **Tags**-type custom contact properties appear as filter options in the Chats view. To use a custom property as a filter, create it as a Tags type first — once created, it appears on all contacts.
1. Open any conversation
2. In the contact panel on the right, click **Add a property**
3. Select **Tags** as the property type
4. Name the property and add your tags (for example, a "Membership tier" property with tags like Gold, Silver, and Bronze)
1. Tap **Contacts** at the bottom of the screen
2. Tap a contact
3. Tap **Add a property**
4. Select **Tags** as the property type
5. Name the property and add your tags
6. Tap **Save**
***
### Setting up advanced filters on web/desktop
1. Click **Chats** to make sure you're in the Chats view
2. Click **Filter**
3. Select a filter type:
* **Company** for organization-based filtering
* Any Tags-type custom contact property for tag-based filtering
4. Select your criteria
5. Click **+** to add additional filters
1. Click **Calls** to switch to the Calls view
2. Use the pill buttons to toggle **Missed**, **Voicemail**, **Unresponded**, **Direction**, or **Handled by Sona**
3. Click **Filter** for additional filters:
* **Team member** to filter by who participated in the call
* **Ended** or **In progress** to filter by call state
* **Date** to filter by call date
* **Call tags** to filter by AI-generated tags
4. Click **+** to add additional filters
***
### Managing multiple filters
**Adding filters:**
* Click **+** to add additional filter criteria
* Combine different filter types for precise results
**Modifying filters:**
* Click **is** between the filter name and value to adjust criteria
**Removing filters:**
* **On web/desktop:** Click **x** next to a filter name to remove it
* **On mobile:** Tap **Clear all filters** to return to the full view
***
## Mobile filtering workflows
The Quo mobile app supports filtering in both the Chats and Calls views — use Chats to find specific conversations, or Calls to see how your calls have been handled.
1. Tap the filter icon in the upper right corner
2. Select your filter criteria:
* **Open**, **Done**, **Unread**, or **Unresponded** for status filtering
* **Company** for organization-based filtering
* Any Tags-type custom contact property for tag-based filtering
3. Tap **Done** to apply
4. To add multiple filters, select additional options before tapping **Done**
5. To clear all filters, tap **Clear all**
1. Tap **Calls** at the top of the inbox
2. Use the pill buttons to toggle **Missed**, **Voicemail**, **Unresponded**, or **Handled by Sona**
3. Tap the filter icon for additional filters:
* **Call tags** to filter by AI-generated tags
4. Tap **Done** to apply
5. To clear all filters, tap **Clear all**
**Team member filtering isn't available on mobile**. On web and desktop, it's available in the Calls view only.
***
## Managing multiple phone numbers
### Phone number-specific filtering
Each phone number in your workspace maintains separate conversation filtering.
**Single number users:**
* Apply standard conversation status filters (Open, Done, Unread)
* Use advanced filters for contact properties and call management
* Focus on workflow optimization within a single inbox
**Multiple number users:**
* **Separate filtering per inbox**: Each phone number has independent filter settings
* **Consistent organization**: Apply similar filtering strategies across numbers
* **Context switching**: Each inbox's filters stay in place when you switch back and forth between numbers
***
### Switching between phone numbers
You'll automatically land in the **Chats view** when you switch between inboxes.
**From web and desktop:**
1. View available numbers under **Inboxes** in the left sidebar
2. Click the **Inbox** you want to switch to
3. Apply filters for that number's conversations
**From mobile:**
1. Tap your account image in the upper left corner
2. Select the number you want under **Inboxes**
3. Apply filters for that number's conversations
***
## Filter workflow strategies
### Daily productivity workflows
* Start with **Unread** to see new messages, then switch to **Unresponded** for anything needing a reply
* Mark conversations **Done** immediately on completion to keep your inbox accurate
* Use **custom property filters** to focus on specific client groups
### Team collaboration strategies
* Establish shared conventions for marking conversations **Done** so filters stay reliable
* Use **Team member** in the **Calls view (web/desktop)** to see which calls each person handled
* Check **Unresponded** regularly to catch anything that's fallen through the cracks
***
## Troubleshooting filtering issues
If your filters aren't returning the results you expect, or conversations are missing from a filtered view, the steps below can help you identify the cause and keep your filters working accurately over time.
1. **Verify phone number selection**: Make sure you're viewing the correct inbox
2. **Check your view**: Some filters are only available in the Chats or Calls view — confirm you're in the right one
3. **Check filter criteria**: Confirm filter settings match your intentions
4. **Review conversation states**: Conversations may be in a different status than expected
1. **Expand filter criteria**: Try broader or different filter combinations
2. **Check Done conversations**: Completed conversations may be archived
3. **Verify contact properties**: Make sure contacts have the necessary tags or properties
4. **Review team permissions**: Confirm access to the relevant conversations
* **Regular filter review**: Periodically assess and update filter strategies
* **Contact property maintenance**: Keep custom properties current and relevant
* **Team training**: Make sure all team members understand filtering conventions
* **Workflow documentation**: Document effective filter combinations for consistent use
***
## FAQs
* **Unread** shows conversations where no team member has viewed new messages.
* **Unresponded** shows conversations where you received messages or missed calls but haven't replied.
**Unread tracks viewing activity; Unresponded tracks response activity.**
Quo doesn't save custom filter combinations, but you can quickly recreate useful filter sets. Consider documenting effective filter combinations for your team.
No. Filters apply to individual phone number inboxes. Each phone number has its own filter settings.
Only **Tags**-type custom contact properties appear as filter options in the Chats view. Other property types (Text, Number, Date, etc.) aren't available as filters.
**Tags properties let you categorize contacts and filter conversations by those categories.**
Team member filtering shows calls where a specific team member participated. **It's only available in the Calls view on web and desktop** — it isn't available on mobile or in the Chats view.
Date filtering is available in the Calls view on web and desktop via the **Filter** button. The Chats view doesn't support date filtering.
Filters work alongside search to narrow results. When you search while filters are active, results include only conversations that match both your search terms and your active filters.
Filters remain functional after team members leave your workspace. Conversations previously associated with departed team members may show different attribution, so review and update team-based filters as needed.
Only Tags-type custom contact properties appear as filter options in the Chats view.
**To create a custom Tags property:**
1. Open any conversation
2. Click **Add a property** in the contact panel
3. Select **Tags** as the property type
1. Tap **Contacts**
2. Tap any contact
3. Then tap **Add a property**.
4. Tap **Save**
***
Need help? [Submit a support request](https://support.quo.com/help/submit-a-request) and we'll jump in.