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Documentation Index

Fetch the complete documentation index at: https://docs.messagedesk.com/llms.txt

Use this file to discover all available pages before exploring further.

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Filter & Sort Conversations in Your Inbox

Looking for search? Global and advanced search live in the new Search section. Use Quick Search (⌘K) for contacts and conversations, or Advanced Search for messages, comments, labels, and more.
This page covers filtering your Inbox by label, assignee, or workspace phone, and sorting the resulting list.

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Quick sorting

Use the Sort menu to change the order of your conversation list:
  • Newest. Most recent activity at the top.
  • Oldest. Oldest activity at the top. Great for closing out stragglers.
  • Waiting Longest. Threads with the longest inactivity. Prevents misses.
  • Unread First. Conversations with unread messages first.
Sorting reorders the list you’re already viewing (Open, Closed, or a filtered view). Combine Sort with Filters for sharper inbox views.

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Quick search from the Inbox

The search bar at the top of the app opens Quick Search, which returns contacts and conversations only. To search messages, comments, or labels, open Advanced Search. Either escalate from Quick Search (press Enter on a result, click the search icon, or click Open Advanced Search) or tap the search icon on mobile and tablet.

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Sort conversations in any Inbox view

  1. Click the Sort icon above your conversation list.
  2. Choose Newest, Oldest, Waiting Longest, or Unread First.
  3. Your list updates immediately.
When to use which:
  • Newest for real-time triage.
  • Oldest to finish and close out older work.
  • Waiting Longest for follow-ups and SLAs.
  • Unread First for “what needs doing right now.”

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Apply a custom filter to your Inbox view

Filter by Labels, Assignee, or Workspace phone to build focused inbox views.
  1. From any Inbox view, click the Filter icon.
  2. Choose Match ALL filters or Match ANY filters:
    • ALL = a conversation must meet every condition.
    • ANY = a conversation can meet any one of the conditions.
  3. Pick a property to filter by:
    • Labels. Select one or more labels.
    • Assignee. Select one or more teammates, or choose Unassigned to show only conversations with no assignee.
    • Workspace phone. Select one or more numbers.
  4. Click Apply Filter to update your list, or Clear Filters to reset.
Start broad with ANY, then tighten to ALL as your inbox view shrinks.

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Combine Sort + Filters (compound queries)

Layer Sort on top of an active Filter to build compound views.
Examples:
  • Filter: Labels = Support + Urgent → Sort: Waiting Longest
  • Filter: Assignee = You → Sort: Unread First
  • Filter: Workspace phone = (555) 555-0100 → Sort: Oldest

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Share a filtered view with teammates

  1. After applying filters (and choosing a sort), click the Share icon.
  2. The unique URL copies to your clipboard. Send it to any MessageDesk user in your workspace.
  3. They’ll land on the exact same filtered/sorted view.
Great for daily stand-ups: “Work from this filtered view today.”

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Examples: ways to sort and filter conversations

Close-out an old list of conversations
  • Filter: Assignee = You
  • Sort: Oldest
  • Goal: Close or comment on everything older than 48h.
Catch up on urgent support requests
  • Filter: Labels = Support, Urgent (Match ANY)
  • Sort: Waiting Longest
  • Goal: First response within target time.
Triage unassigned conversations
  • Filter: Assignee = Unassigned
  • Sort: Waiting Longest
  • Goal: Assign ownership to conversations no one’s claimed yet.
Triage new messages by phone number
  • Filter: Workspace phone = Front desk line
  • Sort: Unread First
  • Goal: Keep the public line clear and responsive.

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FAQ

Can I save a filter permanently as a named view?
You can share a link to a filtered/sorted view. If you use the same filters often, bookmark those URLs. How do I search by contact name, message content, or comments?
Use the global Search section. Quick Search covers contacts and conversations. Advanced Search covers messages, comments, and labels. Do filters change what my teammates see?
No. Filters affect your current view only, unless you share the link. Can I filter by multiple labels, assignees, etc.?
Yes. Select as many as you need and choose ALL or ANY to control matching.

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See also

The filters on this page apply to the live Inbox. To search, filter, and export your workspace’s full message archive, see Data Center → Message History.

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Troubleshooting

  • My results look empty.
    Match ALL may be too strict. Try Match ANY or clear one condition.
  • The share link sent my teammate to a different list.
    Make sure they have access to the same workspace numbers/labels and that the link wasn’t altered.

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Best practices

  • Use consistent labels. Filters are only as good as your labeling habits.
  • Work oldest-first on close-out. Then switch back to Newest for live triage.
  • Share your filters. Drop a link in a Comment so everyone’s working the same list.