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How to use the Filters panel in Cloud Chat conversations

Last updated on Sep 09, 2026

When to use it

  • You want to find conversations by combining simple filters (period, inbox, status, resolution, reason) without opening the advanced filters modal.

  • You have a conversation ID at hand (from the helpdesk or from CloudChat) and you want to open it without building any filter.

  • You want to see how many conversations the filter will return before applying it.

  • You want to know where the advanced filter you already used has gone.

About this article

The "Filtros" (Filters) panel is new and opens from the filter icon at the top of the conversation list. It does not replace anything you already used:

How it works

Where is the old filter?

The panel header has the Avançados link. It opens the advanced filters modal you already know, with the same fields as always, including the free-text filters and the AI filters. Nothing was removed: the panel is a shortcut for the most common cases, and the advanced modal remains the complete tool.

The two sets do not add up to each other. When you apply a filter from the panel while an advanced filter is active, CloudChat asks for confirmation before replacing the advanced one. The same happens when you click "Limpar" (Clear).

A single field to search for a filter or an ID

The field at the top of the panel serves two purposes:

  • Search for a filter by name. Type part of the name (for example, "resol") and the list shows only the categories that match.

  • Paste a conversation ID. If the text is a CloudChat ID, the panel offers to search directly for that conversation. If the text does not match any filter, it is offered as a helpdesk ID, so alphanumeric IDs work as well.

Searching by ID replaces all the other filters. While an ID is applied, the other categories stay disabled. Remove the ID from its chip to go back to filtering normally.

Categories expand in place

Each category ("Caixa de entrada" (Inbox), "Responsável" (Assignee), "Tags", "Status", "Resolução" (Resolution), "Motivo da resolução" (Resolution reason) and others) opens inside the list itself, without leaving the screen. Up to five options are shown; if there are more, the "Ver mais" (See more) button opens the full list for that category, with its own search.

Multiple-selection categories accept more than one option. Single-selection categories (such as Gen CX Score) use one option at a time, and "Qualquer" (Any) removes the restriction.

Period shortcuts

The "PerĂ­odo" (Period) category offers the "Hoje" (Today), "7 dias" (7 days), "30 dias" (30 days) and "MĂŞs passado" (Last month) shortcuts. One click applies the range; clicking the same shortcut again unselects it. For a specific range, open the category and pick the start and end dates in the calendar.

Resolution reasons with readable names

Resolution reasons are shown with labels in Portuguese (for example, "Inatividade do cliente" / Customer inactivity, "Frustração detectada" / Frustration detected, "Resposta completa da ClaudIA" / Complete answer from ClaudIA). In the full list, the original system value appears as a caption, for whoever needs the exact reference.

Counter and chips for the selections

The footer shows how many conversations the current filter will return, updated with every selection, before you apply it. The "Aplicar" (Apply) button is always visible.

Above the list, the button with the count of active filters opens the selections as chips. Each chip removes its own selection; the period chip clears both ends of the range at once.

Notes