AI Inbox filters explained
Know when to use AI, Human, Flow, Closed, unread, support, and assigned filters.
Why filters exist
Filters prevent every conversation from appearing in one long list. They help teams focus on the correct type of customer work.
How to read them
- AI means the AI agent can continue responding.
- Human means staff is expected to reply manually.
- Flow means a menu or fixed bot path is controlling the conversation.
- Closed can include completed/order-created support conversations so the business can find them later.
- Unread should remain visible until the message is actually opened or handled.
Support-mode mapping
When an order is created, the contact can appear under Closed for completed sales tracking, but the AI should still reply in support mode when the customer asks order-related questions.