What are custom inbox filters?
Custom inbox filters let you view specific communications based on criteria you define. When handling a high volume of customer calls and text messages each day, these filters help you organize your Inbox, focus on priority conversations, and ensure no engagement is missed.
This feature is primarily used by agents working in Aloware Talk to manage their daily communication workload more effectively.
Creating your personal inbox filter
Click the filter icon in your inbox.
The inbox filter wizard will appear, displaying available filtering options.
Configure your filter using the available settings.
Save your new filter with a descriptive name.
Apply your filter to begin using it. Saved filters are personal and can be reused anytime from the inbox.
Understanding engagement-based filters
To support accurate follow-ups and consistent behavior across the Inbox and Contacts page, engagement filtering is now split into two clearly defined options.
Note: In Aloware, engagements refer only to calls and text messages. Other activities are not considered when applying engagement-based filters.
Last engagement date
Use this filter when the timing of the most recent interaction matters. It evaluates each contact based on their latest call or text and includes only those whose most recent engagement falls within the selected date range.
Because this filter is contact-based, it behaves the same way as the last engagement date filter on the contacts page. This makes it reliable for follow-ups, re-engagement efforts, and daily outreach planning where accuracy matters.
This filter is available only in the threaded view, where conversations are grouped by contact.
Any engagement date
Use this filter when you need visibility into all activity that occurred during a specific period, regardless of when the last interaction happened. A contact is included as long as any call or text falls within the selected date range.
This filter reflects the previous Inbox behavior and is helpful for reviewing overall activity, audits, or historical communication checks. Because it does not rely on contact-level conversations, it is available in both Threaded and Unthreaded views.
Inbox view | Last engagement date | Any engagement date |
Threaded view | Available | Available |
Unthreaded view | Unavailable | Available |
When viewing the Inbox in Unthreaded mode, a tooltip explains this limitation:
“Last Engagement Date is not available in Unthreaded view because it relies on contact-based conversations. Please use ‘Any Engagement Date’ instead.”
Example filters for daily use
Today's priority communications filter
When you need to focus on your most recent customer interactions:
Set last engagement date
Select your assigned lines.
Enable unread communications only.
Set it to my contacts only.
This filter shows all communications that came in today that you haven't yet read. Use this at multiple points during your day to ensure you're staying on top of new inquiries.
Team support responsibilities filter
When you're covering the support queue for your department:
Select the inbox.
Set Last Engagement Date.
Leave Contact Owner empty to see all contacts in the queue.
This filter shows all support inquiries that came in today, regardless of assigned owner. Use this when you're helping to manage shared support responsibilities.
New sales inquiries filter
When you need to focus on fresh sales opportunities:
Set last engagement date to last 7 days.
Select your line.
Enable Show contacts with unread communications only.
This filter helps you identify recent sales inquiries that need your attention. Check this filter daily to ensure you're responding promptly to new opportunities.
Using your filters effectively
Create a set of filters that match your regular workflow and save them for quick access. Develop a routine of switching between filters based on your priorities throughout the day.
For example:
Start your morning with Today's Priority Communications.
Mid-morning, check New Sales Inquiries.
After lunch, review Recent Follow-up Needed.
At the end of the day, check My Assigned Contacts to plan tomorrow's work
By creating these practical filters tailored to your role, you'll ensure important communications don't get overlooked and you're always focusing on the most relevant customer interactions throughout your workday.