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  3. Inbox Control — Managing Your Chat List

Inbox Control — Managing Your Chat List

The Inbox Control section is the left panel through which the agent manages the chat list. Here you will find the All / My Chats / Favorites tabs, the Chat Status panel, and filters (Custom/My filters

Updated September 2, 20264 min
The Inbox Control section is the left panel Messenger through which the agent manages the chat list. Here you will find the All / My Chats / Favorites tabs, the Chat Status panel, and filters (Custom/My filters).
Without Inbox Control, all bot conversations turn into a single feed, making it difficult to quickly find the necessary leads. With Inbox Control, the agent sees only relevant chats: their own conversations, new requests, leads with specific tags, or users at a certain stage of the funnel. The larger the base, the more important proper filtering becomes.

When to use Inbox Control

  1. you need to quickly open only your own chats — My Chats tab
  1. multiple agents are working simultaneously and it is important to divide responsibilities
  1. the team regularly works with the same segments — it is convenient to save filters
  1. there are many leads and you need to separate manual and automatic processing via Chat Status.
Screenshot: left Messenger panel with All / My Chats / Favorites tabs, Chat Status panel, filters, and chat list (hide real data).
Chatterfy interface screenshot



Chat list tabs

The top tabs switch the chat list view. Filters are applied on top of the selected tab.
Tab
What it shows
When to use
All
All available chats
General overview of the base
My Chats
Only chats assigned to the agent
Team work with lead distribution
Favorites
Personal favorite chats
VIP leads and important conversations

All — all chats

Shows a complete list of bot or account chats ordered by the most recent message.
Use it when you need to:
  1. quickly find a user
  1. view overall activity
  1. work with your entire database at once
  1. search for leads via Search chat.

My Chats — your chats only

Shows only chats where Assigned Manager = the current operator.
Operators are assigned:
  1. manually via Customer Card.
  1. in bulk via Users.
  1. automatically via Operator — assigning an operator.
Important
If the My Chats tab is empty, it is not an error. It means no leads have been assigned to you yet. Use this mode in teams of 3+ operators where each manages their own pool of leads.

Favorites — starred chats

A personal list of chats marked with a star ⭐.
Suitable for:
  1. VIP clients
  1. important negotiations
  1. leads requiring extra attention
  1. chats you need to return to quickly.

How to add a chat to Favorites

Open the chat.
Click the ⭐ next to the avatar.
The chat will appear in the Favorites tab.
Click again to remove the mark.
Important
Favorites are personal. Other operators cannot see your favorite chats.


Chat Status — dialog statuses

The Chat Status panel is located under the tabs.
Clicking on a status displays only chats with the selected state.
Available statuses:
  1. Manual
  1. Auto
  1. Ignore
  1. Waiting
  1. Blocked
  1. Error
  1. Stopped
  1. Finished
The status logic is described in detail in the section Chat Status — conversation statuses.
Important
You can select only one status at a time.


Filters — chat filtering

Four types of filters

Type
What it contains
Who sees it
Default Filters
Basic quick filters
All operators
Smart Filters
Full condition builder
All operators
Custom Filters
Team-saved filters
All operators
My Filters
Personal saved filters
Author only

Default Filters

A simplified set of the most popular filters:
  1. Flow
  1. Tags
  1. Step
  1. Status
  1. Assign
  1. Date (Created At)
Suitable for quick, everyday scenarios.
Examples:
  1. all leads with the VIP tag
  1. all users at the Welcome step
  1. all Manual chats.

Smart Filters

A full-featured builder with all CRM parameters.
Used when you need:
  1. complex combinations of conditions
  1. filtering by Tracker
  1. filtering by deposits
  1. filtering by events
  1. working with Custom Fields.
Critical
My Filters and Custom Filters are different things.
My Filters can only be seen by the creator. Custom Filters are created via Bot Settings → Custom Filters — saved segmentsand are available to the whole team.
This is one of the most common operator mistakes.


Available filtering parameters

Inbox Control supports 11 filtering parameters:
Parameter
What it filters
Step
Current user step
Flow
Flow the user is currently in
Tags
Presence or absence of tags
Custom Field
Custom field value
Tracker Field
Tracker parameters
Assign
Assigned operator
Status
Dialogue status
Sale Stage
Sales stage
Events
Event presence
Total Deposit
Total deposits amount
Created At
Chat creation date


How to save a filter

1. Configure the conditions

Open Smart Filters and add the required parameters.
For example:
  1. Tag = VIP
  1. Status = Manual
  1. Created At after 12.05.2026

2. Click Save Filter

Enter a clear name:
  1. VIP without deposit
  1. FB traffic

3. Use a filter

Once saved, the filter will appear in the My Filters section. One click and the chat list instantly switches to the required segment.
Screenshot: My Filters section in Messenger with a list of saved filters (hide real names).


Search chat — search through chats

The Search chat field is located at the top of the panel.
Supported search:
  1. by username
  1. by Telegram ID.
Important
Searching by message text is not supported.
The search is applied on top of current filters and tabs.
For example:
  1. if My Chats is open, the search is only performed among your chats
  1. if the VIP filter is activated, the search only looks within VIP leads.
To search across the entire database:
  1. Switch to All.
  1. Clear the filters.


Usage examples

Sales team — division of responsibility

There are 3 sales agents on the team.
  1. Each works through My Chats.
  1. The manager uses All.

Support — manual requests only

The support team only works with Manual chats.
Create a My Filter:
  1. Status = Manual
  1. Created before 12.05.2026
Operators open the filter every morning and process the queue.


What to consider

Important
Inbox Control does not change access rights. It only filters the chats already available to the operator. Which chats an operator can see in principle is determined by the settings.Assign Manager — chat distribution.
For example: if Show only assigned chats mode is enabled, the operator will see only their own chats even in the All tab.


FAQ

No.
My Filters are personal.
Custom Filters are shared with the team.

No. Only one Chat Status can be active at a time.

Because no chat is assigned to you.
Solution:
assign in bulk via Users
set up automatic distribution via Operator.

No.
The list is automatically sorted by the last message.

No.
Search only works for:
user name
Telegram ID.


Related

Chat Status — conversation statuses
Status is the main technical parameter of a conversation. It shows the current state of the chat and determines: who responds to the user — AI or an operator whether Push Messages (Global/Step push) a
Smart Filters — advanced search in Messenger
Smart Filters are an advanced filtering mode in Messenger. With them, you can build complex lead selections using dozens of parameters: tags, steps, deposits, events, custom fields, tracking, and othe
Custom Filters in Messenger — Team-Saved
Custom Filters in Messenger are team-wide saved filters available to all operators in the left sidebar. They let you open ready-made chat segments in one click without manually configuring conditions
Custom Filters — saved segments
The Bot Settings → Custom Filters section is where saved filters for lead segmentation are created. These are pre-built combinations of conditions that select the required audience from the entire dat
Assign Manager — chat distribution
The Bot Settings → CRM defaults → Assign Manager section controls which chats each operator sees in . This is a basic team discipline setting: with the right configuration, everyone sees only the chat
Customer Card
The client card is the right-hand panel in , which opens when you click a chat. It contains 3 tabs : Chat data (current lead parameters + actions), Events (event feed), Media (all files from the conve
Users
Раздел Users — таблица всех пользователей конкретного бота или личного аккаунта. В отличие от (где работа идёт с одним диалогом за раз), Users — про работу с базой массово . Здесь вы фильтруете тысячи
Operator — assigning an operator
The Bot Settings → Flow Settings → Operator section is responsible for distributing chats among operators and for which conversations each employee sees in the CRM. This is one of the most important s

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On this page

  • When to use Inbox Control
  • Chat list tabs
  • All — all chats
  • My Chats — your chats only
  • Favorites — starred chats
  • How to add a chat to Favorites
  • Chat Status — dialog statuses
  • Filters — chat filtering
  • Four types of filters
  • Default Filters
  • Smart Filters
  • Available filtering parameters
  • How to save a filter
  • 1. Configure the conditions
  • 2. Click Save Filter
  • 3. Use a filter
  • Search chat — search through chats
  • Usage examples
  • Sales team — division of responsibility
  • Support — manual requests only
  • What to consider
  • FAQ
  • Related