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How to search and filter customer queries on Interakt?

How to search and filter customer queries on Interakt?

Welcome to Interakt's WhatsApp CRM (Shared Team Inbox) guide. Shared Team Inbox helps you and your team to support your customers through a collaborative team inbox with a single WhatsApp Business Number. It is a consolidated inbox for all your customer conversations, where you can assign or reassign chats to your team members, add labels to chats and search them using filters, store all your customer details in the form of smart cards and also view your customers’ conversation and order history. You can also add notes for internal communications, tags for grouping chats under each tag.

Moreover, Interakt's Shared Team Inbox feature enables you and your team to access, create, and send personalized WhatsApp messages with rich media, quick replies and CTA buttons while having a 360 degree view of your users.

In this module, we'll help you understand how to search & filter customer chats on WhatsApp using Interakt’s WhatsApp CRM i.e. Shared Team Inbox.

Whether there is a high volume of incoming traffic or there are different business functions using the shared team inbox. It is important that users on Interakt are able to filter the inbox conversations based on their preferences. Inbox filters allow users to do the same.

To access filters, click on the “filter” icon next to the Inbox view as shown below.


Based on the type of section / view (All, You, Unassigned) the user is on, the filter popup will give users options. 

Note, that the filter options seen by users are also dependent on the permissions settings within the settings page. In the below screenshot, the user is within the “All” section of the inbox.



Users can set filters based on two options as shown above. These could be applied together or individually as per the user workflow.

- Assigned To: Filter conversations based on whom it is assigned to within the org. You can either search for the assigned person by their name or via. dropdown option.

In case you are looking for a chat which is not assigned to anyone you can also search for the same using the “Unassigned” option. 

The selected “Assigned To” name can be removed either by clicking on the “cross” icon that appears on its right OR by clicking on the “Clear” button at the top right corner of the filter popup.

- Conversation Label: Filter conversations based on the label assigned to them. You can either search for the conversation label by its name or look for it via. The dropdown option.

In case you are looking for a chat which is not labelled you can search for the same using the “No label attached” option.

The selected “Conversation Label” can be removed either by clicking on the “cross” icon that appears on its right OR by clicking on the “Clear” button at the top right corner of the filter popup.

Post the selection of filters, Click on “Apply” to view the inbox conversations result.

A red “dot” appears on the filter denoting that the filters are now applied as shown below.


In case there are no conversations that exist based on the filters applied, users will be informed of the same.



Hope this article helped you understand how to get started with Interakt's WhatsApp CRM, how to search/filter chats using Shared Team Inbox, and what benefits does Interakt drive to your business growth.

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