What this helps you do

Find customer chats with one rule or a combination of rules. For example, show unread chats that are either Open or Pending and assigned to you.

Before you start

Open Upstorr Inbox and choose the correct store and WhatsApp number. Your role still controls which conversations you can see; filters do not give extra access.

On a phone, use the back arrow to return to the conversation list before opening these controls.

Steps

  1. Open Filter below Search conversations.
  2. Choose Match all (AND) when every condition must match, or Match any (OR) when any one condition may match.
  3. Choose the condition in each row.
  4. Select Condition to add another row when needed.
  5. Select Apply filters.
  6. Optionally use Filter by team to choose a department.
  7. Enter a name, email, phone number, or message words in Search conversations.
  8. Open the matching conversation.

The starting filter is Open. The badges below the controls show the applied conditions and how they are combined. Changing a condition inside the popup does not change the applied list until you select Apply filters.

Understand the conditions

  • Open: conversations with Open status.
  • Pending: conversations your team put aside to revisit. Pending does not mean unread.
  • Campaign: conversations linked to recorded WhatsApp campaign recipients.
  • Expired: Open, Pending, or Expired conversations whose 24-hour free-reply window has closed. It describes WhatsApp's reply rule, not whether your team finished the work.
  • Assigned to me: conversations assigned to the person currently signed in.
  • Unassigned: conversations with no person or department assignment.
  • Unread: conversations with unread messages.
  • Closed: conversations marked finished.
  • Archived: conversations moved out of everyday work lists.
  • Blocked: blocked contacts. A normal reply is unavailable until the chat is unblocked.

Assigned to me, Unassigned, and Unread do not add an Open rule automatically. Keep Open as another condition under Match all (AND) when you only want open work.

For example, Open AND Unread shows unread open chats. Open OR Pending shows both statuses. Open AND Pending has no matches because one chat cannot have both statuses at once.

Combine groups

A group keeps related choices together, like brackets in a sentence.

To see Open or Pending chats that are assigned to you:

  1. Open Filter.
  2. Choose Match all (AND) at the top.
  3. Change the first condition to Assigned to me.
  4. Select Group.
  5. Keep that group's Match any (OR) choice with Open and Pending inside it.
  6. Select Apply filters.

The result means Assigned to me AND (Open OR Pending). Add Unread outside the group when every result must also be unread.

Use a row's remove button to remove a condition. Remove group removes that group and its conditions. The builder allows up to 20 conditions in total and limits how many groups can be nested; the add buttons disable when a limit is reached.

Open Filter, select Clear, then Apply filters to show all conversations your role can access. Clearing the filter does not clear your search or team selection. Empty Search conversations and choose All teams when you also want to remove those restrictions.

Search matches the customer's name, email, phone number, or newest message preview. It works inside the applied filter and selected team. The team selection also applies to every group; it is not an OR alternative inside the filter popup.

Inbox prepares the new list before switching. If it is still loading, the previous applied list stays visible. If loading fails, the old filter remains applied; read the error and try Apply filters again.

Change a conversation's status

Open the conversation and use its header actions:

  • Close chat when the work is finished.
  • Mark chat pending when your team must return later.
  • Archive chat when you want it outside everyday work lists.
  • Block chat when messages from that contact must stop.
  • Mark chat unread when you want an unread reminder.

Use the matching reopen action to return a Closed, Pending, or Archived chat to Open. Unblocking also returns it to Open. Changing a status can remove the chat from the current filtered list without deleting its history.

What happens next

The list contains conversations matching the applied rules, team, search, and your access. Opening a chat marks incoming messages as read. Messages remain available according to the Inbox retention settings.

Common problems

  • No chats match: check for conditions that cannot both be true, such as Open AND Closed. Use OR to include either status.
  • A Pending chat is missing from Unread: check whether Open is also applied. Remove it or use an Open OR Pending group.
  • A chat disappeared: its new status, assignment, or read state may no longer match the filter.
  • Unread count disappeared: opening the chat marks messages read. Use Mark chat unread if work remains.
  • Expired is confusing: it means a normal WhatsApp reply is no longer allowed; it does not mean the customer's problem is solved.
  • You cannot change status or block: your role does not allow that action.