Filters, folders and assigning conversations to teammates

Draft — written from product facts + domain knowledge; UI labels to be verified before publishing.

Once several campaigns and mailboxes feed the Unified Inbox, you need a way to see only what matters to you. Folders group conversations by state, filters narrow any folder by campaign, mailbox, category or label, and assignment gives every open conversation one owner.

Folders

The folder list on the left of Inbox contains:

• All — every conversation that is not archived.
• Unread — conversations with at least one message you have not opened.
• Assigned to me — conversations where you are the assignee.
• Unassigned — open conversations with no owner. Keep this at zero.
• Scheduled — replies waiting for their send time.
• Reminders — conversations with a reminder set, ordered by due date.
• Archived — handled conversations. They return to All automatically if the lead replies again.
• Labels — one entry per label; click one to see all conversations with that label.

Steps: filter a folder

1. In the left nav, click Inbox and pick a folder.
2. In the filter bar, click Campaign and tick one or more campaigns.
3. Click Mailbox to limit to a sending mailbox, Channel to choose Email or LinkedIn, and Category to choose a reply category such as Interested.
4. Click Label to add label conditions, and Assignee to pick a teammate.
5. Use the Date picker for a range (for example last 7 days).
6. Click Save view to keep this combination. Saved views appear under the folder list with the name you give them, for example Interested – EMEA – this week.

Filters combine with AND: every condition must match. Within one filter (for example two campaigns) the values combine with OR.

Steps: assign a conversation

1. Open the conversation.
2. Click Assign in the toolbar and pick a teammate. Type to search. Pick Me to take it yourself.
3. The assignee's avatar appears on the conversation row, and they receive a notification (in-app, and email or Slack if enabled).
4. To reassign, click the avatar and choose someone else. To clear, choose Unassign.

Steps: bulk actions

1. In any folder, tick the checkboxes on several conversations, or tick the header checkbox to select the page.
2. Use the bulk toolbar: Assign, Label, Change category, Mark read/unread, Archive.

Auto-assignment rules

1. Go to Settings → Inbox and click Assignment rules.
2. Click New rule, then choose a condition: Campaign is, Mailbox is, Category is or Label is.
3. Choose Assign to a single teammate or Round robin across a group.
4. Click Save. Rules apply to new conversations from that point on; use bulk assign for existing ones.

Typical setup: everything from campaign X goes to the rep who owns it; every Interested reply round-robins between two AEs.

Tips

• Give every teammate the same starting view: Assigned to me + Unread. Work that folder to zero, then check Unassigned.
• Archive, do not delete. Archived conversations keep the history and reopen when the lead writes.
• Use saved views instead of labels for anything that can be expressed as a filter (campaign, category, date). Labels are for information that is not otherwise in the data.
• Review Unassigned at the end of each day. A positive reply with no owner is a lost meeting.

Troubleshooting

• A teammate cannot see a conversation. Their role is limited to specific campaigns. A workspace admin can change this under Settings → Team.
• Saved view shows no results. One of the conditions no longer exists (for example a deleted campaign or label). Edit the view and remove it.
• Round robin assigns everything to one person. The other members of the group have no access to the campaign, so they are skipped. Fix campaign access under Settings → Team.

Related articles

• Unified Inbox overview: every reply from every mailbox and channel in one place
• Custom lead labels and how they relate to AI reply categories
• Schedule a reply and set follow-up reminders
• Positive-reply notifications (email, Slack, push)
• Invite teammates and manage roles