Help CenterWhatsApp & Cortex ChatLook it up
Filter chats: unread, unanswered, channel, tag and record
Filters turn a long list into a short work list. Combine the chat type, channel, session, tag and unit to reach only what matters to you.
Steps
1
Open Cortex Chat, and choose the list type at the top: All, Unread, Read or Starred, or Unanswered, Answered or Groups.
2
Choose the channel from All Providers. You can choose more than one channel, and {count} Selected shows.
3
Add other filters when you need them: the session, the tag, or the chat type (direct messages or comments).
4
To filter by the client’s details, choose one unit, then the record status or conditions on its fields.
Only chats linked to records that match the conditions show.
List types
Type
What shows in it
All
One-to-one chats. Groups, channels and status updates don’t show here.
Unread
Chats with unread messages that aren’t marked “Answered”.
Read
Chats with no unread messages, or marked “Answered”.
Starred
Chats that someone on the team has starred.
Unanswered
The team read them, the last message is from the client, and they aren’t marked “Answered”. A chat never shows in both “Unread” and “Unanswered”.
Answered
Chats marked “Answered”.
Groups
WhatsApp groups only, from the numbers where groups are turned on.
More filters
Filter
Notes
Channel
WhatsApp Web, WhatsApp Cloud, Facebook, Instagram, TikTok. Choose more than one.
Chat type
Direct messages or comment threads. With nothing chosen, both show.
Session
A specific number, page or account.
Tag
A chat shows if it carries any of the chosen tags.
Unit
The Cortex Unit that the linked record belongs to.
Record status
Needs exactly one unit chosen, and the unit must have a status field.
Record field conditions
The same conditions as the filters in record views, and they need one unit.
Member (Filter by member)
Chats whose record is assigned to a specific teammate, or Unassigned. Available only to people whose level is “Allowed” on at least one channel.
Last interaction
Today, Last 7 days, Last 30 days or a Custom date, and a sort: Newest first or Oldest first.
Sorting: pinned chats come first, then chats by the time of the last message. When you search, chats whose name or number matches show before chats where only the messages match.
If something goes wrong
What you see
Why
What to do
“You don’t have permission to filter by assignee”
Your read level is below “Allowed” on every channel.
Ask your manager to change your role, or use the other filters.
The record status filter doesn’t work
You chose more than one unit, or the unit has no status field.
Choose one unit that has a status field.
I don’t see WhatsApp groups in All
Groups have their own list.
Choose the groups type. See WhatsApp Web’s extra features: groups, polls and calls.
A real example
Namaa Academy
The situation
The sales manager wants to see who messaged from Instagram ads and didn’t get a reply, and whose record is still “New”.
What they did
- She chose the Instagram channel and the Unanswered filter.
- She chose the “Leads” unit and the “New” status.
The result
Only 14 chats showed, and she shared them out to the team in minutes.
A made-up company, to show the idea. The numbers are rounded.
Good to know
The list shows 50 chats a page by default, and 200 at most.
The record status and field conditions filters work with one unit only.
The member filter is for people whose level is “Allowed” on at least one channel.
There’s no separate filter for archived chats.
Did this guide solve it?
If not, we’ll ask what was missing.