Filtering Conversations in Mercuri: 3 Simple Ways

Filtering conversations in Mercuri helps you quickly find the chats that matter, stay organized, and respond efficiently.

How to Locate the Filter Options

To access conversation filters in Mercuri:

1. Go to the Conversation Inbox.

2. On the left side, you will see the Filter options.

3. Click on the Filter icon to start filtering conversations. Below are the three main ways you can filter conversations.

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1. Filter by Status

You can filter conversations based on their status to focus on a specific stage of interaction.

Available status options:

• Open – Active conversations that need attention.

• Pending – Conversations awaiting a response from the customer.

• Closed – Conversations that have been resolved successfully.

• Spam – Unrelated or unwanted messages (applicable for SMS conversations).

• Block – Allows you to block a WhatsApp contact if you’re receiving spam. Once blocked, you will not receive any further messages from that customer.

• Unblock – Allows you to unblock a previously blocked WhatsApp contact. Once unblocked, conversations will resume as normal.

Steps

• Click on the Filters option.

• Under Status, select the required status from the dropdown.

Why it’s useful:

• Helps you track conversations based on their current state.

• Makes it easier to manage active, pending, resolved, or spam conversations efficiently.

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2. Filter by Message Type (Unread Messages)

This filter allows you to view only conversations that have unread incoming messages.

Steps

• Open Filters.

• Under Message Filters, check the option Show chats with unread incoming messages.

Why it’s useful:

• Ensures you don’t miss any new or pending customer messages.

• Helps prioritize responses that need immediate attention.

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3. Filter by Tags

Tags help you categorize conversations and filter them accordingly.

Steps

• Open Filters.

• Under Tags, select one or more tags (for example: Follow Up).

Why it’s useful:

• Allows quick access to conversations grouped by purpose or action.

• Ideal for tracking follow-ups, escalations, or specific workflows.

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Using these three filters: Status, Unread Messages, and Tags, you can easily narrow down conversations and manage your inbox more effectively in Mercuri.