Inbox filters

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Overview

Inbox filtering in OpenPhone transforms how you manage communications by allowing you to focus on specific conversation types, statuses, and criteria. Whether you need to see only unread messages, filter by team member, or organize by custom contact properties, powerful filtering tools help you maintain an organized and efficient workflow.

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Understanding filtering concepts

OpenPhone offers multiple filtering approaches to help you organize and prioritize your communications: Conversation status filters:

• Open: Active conversations requiring attention
• Done: Completed conversations archived from main view
• Unread: Messages not yet viewed by any team member

Advanced filtering options:

• Unresponded: Conversations needing team follow-up
• Company: Filter by contact company information
• Custom properties: Use contact tags and custom fields
• Team member: View conversations by assigned person

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Basic conversation status management

Understanding when and how to use each status helps maintain inbox organization: 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

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Status workflow on web and desktop

1. Select conversation from your inbox
2. Choose status action:
   • Click envelope icon to mark as unread
   • Click checkmark (✓) icon to mark as done
3. Apply filters to view specific conversation types

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Status workflow on mobile

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Advanced filtering features

Conversation state filters:

• Unread: No team member has viewed new messages or missed calls
• Unresponded: No team response to incoming messages or calls, conversation not marked done
• Company: Filter by company name associated with contacts
• Multi-select properties: Custom contact tags for categorization (e.g., VIP customers)

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Setting up advanced filters

From web or desktop app:

1. Click Filter button in your inbox
2. Select filter type from available options:
   • Unread or Unresponded for priority conversations
   • Company for organization-based filtering
   • Custom properties for tagged contacts
3. Configure criteria if filtering by contact properties
4. Add multiple filters using the + icon for complex filtering

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Managing multiple filters

Adding filters:

• Click the + icon to add additional filter criteria
• Combine different filter types for precise results
• Create complex filtering rules for specific workflows

Modifying filters:

• Click into is between filter name and value to adjust criteria
• Change filter parameters without removing entire filter

Removing filters:

• Click the x next to filter name to remove individual filters
• Clear all filters to return to full inbox view

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Mobile filtering workflows

Available on iOS app:

1. Tap filter icon in any workspace inbox
2. Select filter criteria:
   • Unread conversations requiring attention
   • Unresponded conversations needing follow-up
   • Contact properties for custom organization

Setting contact property filters:

1. Choose property type from available custom fields
2. Select specific criteria by tapping values
3. Save configuration to apply filter

Managing iOS filters:

• Modify existing filters by tapping filter icon and adjusting criteria
• Add multiple filters by selecting additional options before saving
• Clear all filters using “Clear all” option to reset view

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Managing multiple phone numbers

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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 team management
• Focus on workflow optimization within 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: Easily toggle between numbers while maintaining filter preferences

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Switching between phone numbers

From web and desktop:

1. View available numbers under “Inboxes” in left sidebar
2. Click specific number to switch inbox context
3. Apply appropriate filters for that number’s conversations

From mobile app:

1. Tap account image in upper left corner
2. Select desired number under “Your numbers”
3. Apply filters specific to that number’s conversations

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Filter workflow strategies

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Daily productivity workflows

Morning routine:

1. Start with Unread filter to see new messages requiring attention
2. Switch to Unresponded filter for follow-up priorities
3. Review Done conversations for any missed opportunities
4. Apply team member filters to coordinate coverage

Ongoing organization:

• Mark conversations done immediately upon completion
• Use unread status strategically for genuine follow-ups
• Apply custom property filters for client categorization
• Regular filter review to maintain accurate conversation states

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Team collaboration strategies

Shared filtering standards:

• Consistent status usage: Establish team conventions for marking conversations
• Property standardization: Use uniform custom contact properties
• Filter documentation: Share effective filter combinations across team
• Regular coordination: Review filter usage during team meetings

Coverage optimization:

• Unresponded monitoring: Regularly check for conversations needing team attention
• Team member filters: Monitor individual workloads and response patterns
• Escalation workflows: Use filters to identify conversations requiring management attention
• Performance tracking: Analyze filter patterns for workflow improvements

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Troubleshooting filtering issues

Filters not showing expected results:

1. Verify phone number selection: Ensure you’re viewing the correct inbox
2. Check filter criteria: Confirm filter settings match your intentions
3. Review conversation states: Conversations may be in different status than expected
4. Consider timeframe: Some conversations may be older than anticipated

Missing conversations in filtered view:

1. Expand filter criteria: Try broader or different filter combinations
2. Check Done conversations: Completed conversations may be archived
3. Verify contact properties: Ensure contacts have necessary tags or properties
4. Review team permissions: Confirm access to relevant conversations

Maintain effective filtering:

• Regular filter review: Periodically assess and update filter strategies
• Contact property maintenance: Keep custom properties current and relevant
• Team training: Ensure all team members understand filtering conventions
• Workflow documentation: Document effective filter combinations for consistent use

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FAQs