Chat and Shared Contact Filters

This FAQ explains how shared custom filters work, including visibility levels, real-time updates, and permissions involved.

Concepts

• Custom View: A saved combination of conditions for contacts or conversations, displayed in the sidebar.

• Filter types: conversation and contact (the screens use the active type to list filters).

• Visibility:

  • Private: visible only to the owner (who created it).

  • Public: visible to all logged-in users on the account.

Creation and Editing

• Where to create: in the Dashboard, via the advanced filters modal ("Add Filter" button).

  

  

  

  

  

• Flow:

  • The screen detects the context (Contacts or Conversations) and automatically sets the filter type.

  • The default visibility is private; it can be changed to public when saving.

    

• API:

  • GET/POST/PATCH/DELETE at /api/v1/accounts/:account_id/custom_filters

Where Filters Appear

• Sidebar: When selecting "Conversations" or "Contacts," the list of filters of the respective type loads and updates in real-time.

Best Practices

• Clear Naming: Choose names that indicate purpose (e.g., "Open and snoozed conversations").

• Avoid duplicates: When editing a public filter, prefer updating the existing one rather than creating a new one with a similar name.

• Conscious visibility: Use public when the filter is useful for the team; keep private for personal/experimental cases.