Find and sort conversations in the iPhone app

Pick a folder

Under the search field are two buttons, each with its own menu. On the left is Folders with your teams, teammates, labels and views, on the right Inbox with Mine, Mentions, Unassigned and All. Tap a button and its menu opens right below it. Tap a folder to open it, or tap anywhere next to the menu to close it without a change.

The Inbox menu holds:

• Mine: conversations assigned to you, and conversations transferred to you that wait until you have room.
• Mentions: conversations where a teammate mentioned you in a private note.
• Unassigned: conversations nobody holds yet.
• All: every conversation you can see, except the live chats your AI bot is answering right now.
• The folder of your AI bot: the live chats the bot is answering right now. It carries the bot’s name (for example Fynn) or reads AI bot, and it only shows when at least one inbox has a bot switched on.

The Folders menu lists your folders under the headings Teams, Teammates, Labels and Views. Headings without entries are left out, and a long list scrolls. The button only shows when you have at least one team, teammate, label or view.

In both menus each folder shows its number, and the folder you have open has a check mark. The button whose menu holds the open folder turns blue and shows that folder’s name and number, for example Mine 2. The other button keeps its own name, Folders or Inbox. Picking the open folder again scrolls the list back to the top.

Above 999 a number shows as 999+. A saved view brings its own status, search and sort order. You save views on the web. As long as the app keeps running, each workspace keeps the folder you had open last. After the app was closed, it starts on the default folder again. The folders hold the same conversations as in the web dashboard, see Inbox folders: Mine, Mentions, Teammates and more.

Who sees which folders

• If your custom role has Restrict view to conversations assigned to this agent, you only get Mine and Mentions in the Inbox menu, the Folders button does not show and the app opens on Mine.
• Everyone else starts on All.
• Teammates only shows for people who may see other agents’ conversations, which administrators can by default.

Search

Type in Search conversations. The list shows the matches within the folder and the status you have open. To search everything, pick All and the status All statuses first. When nothing fits, the list says No conversations match and your search term.

Filter and sort

The button to the right of the search field opens Filter and sort. It looks filled while you use something other than the default.

• Status: Open & Pending (the default), Open, Pending, Snoozed, Resolved or All statuses.
• Sort: Newest first (the default) or Oldest first.

The app has no other filters, for example by channel, inbox or priority. To narrow the list further, use the folders for teams, labels and views.

What a row shows

• the contact’s name, with a badge when the contact is verified, and a Bot badge while your AI bot answers the chat,
• the time of the last activity, the channel, a preview of the last message and a dot while it is unread,
• the status, when the list shows several statuses and the row is not open,
• who has the conversation, in All, Unassigned and in team, label and view folders,
• an SLA chip with the time left or how long it is overdue, while an SLA is at risk or breached (SLA policies are part of Enterprise),
• In queue: round robin found nobody with free capacity. Only administrators see these conversations,
• Next up: a teammate transferred the conversation to you while you were at your limit, so it is yours next. Everyone else sees Reserved: and your name. See Take, take over and transfer conversations.

Work on several conversations at once

1. Press and hold a conversation in the list. It is now selected.
2. Tap more conversations to add them. The bar at the bottom shows how many are selected.
3. Tap Resolve, Pending or Priority. Cancel ends the selection without changes.

Selecting needs the role permission Manage conversations (assign, resolve, reopen), which agents have by default. Other bulk actions, such as assigning to yourself, unassigning, reopening, marking as unread, muting or deleting, are only on the web.

Conversations locked by your plan limit

The Hacker plan includes 100 conversations per month and the Startup plan 1,000. Business and Enterprise have no monthly limit. Conversations above the limit show dimmed, with a lock instead of the time. You cannot open or select them. Tap one and the app names your plan and its limit and tells you to upgrade in the web dashboard under Settings and Billing. See Plans and pricing: what each Deskwoot plan includes.

Frequently asked questions

Why do I only see Mine and Mentions?

Your role limits you to conversations assigned to you. Ask an administrator if you need more.

Where do I find my teams, labels and views?

Tap Folders on the left under the search field. While one of its folders is open, the button shows that folder’s name instead. The button is missing while you have no team, teammate, label or view, and when your role limits you to conversations assigned to you.

How do I find snoozed or resolved conversations?

The list starts with Open & Pending. Open Filter and sort and pick Snoozed, Resolved or All statuses.

Does the search look through all conversations?

Only through the folder and status you have open. Pick All and All statuses to search everything you can see.

Why can't I select several conversations?

Your role needs the permission to manage conversations, and conversations locked by your plan limit cannot be selected.

Why is a conversation dimmed with a lock?

Your plan reached its monthly conversation limit (100 on Hacker, 1,000 on Startup). Upgrade in the web dashboard to open it.

What do Next up and Reserved mean?

A teammate transferred the conversation to someone who was at their limit. It waits for that person, who sees Next up, and everyone else sees Reserved: with the name.

Can I filter by channel or inbox?

No. The app filters by status and sorts by date. Teams, labels and views in Folders narrow the list further.