What are custom inbox filters?
Custom inbox filters allow you to view specific communications based on criteria you choose. When handling numerous customer inquiries daily, these filters help you organize your inbox to focus on priority messages and ensure no communication is overlooked.
This feature is primarily used by agents working in Aloware Talk to manage their daily communication workload efficiently.
Creating your personal inbox filter
Click the filter icon in the Inbox menu.
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.
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 to Today.
Select your assigned Lines.
Enable Show contacts with unread communications only.
Set Communication Owner to yourself.
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 ring group.
Set Last Engagement Date to Today.
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.