## Overview

**Custom filters** let you slice the conversation list by combining conditions — by **status**,
**assigned agent**, **team**, **label**, **inbox**, **priority** and other attributes. When a slice
is useful day to day, you can **save it as a view** (a custom folder) and open it in one click,
without rebuilding the filter every time.

## Prerequisites

- Be signed in and have access to the inboxes you want to filter.
- Understand conversation attributes (status, priority, labels, assignment) to build good conditions.

## Step by step

1. In the conversation view, open the **filter** option.
2. Add one or more **conditions** (for example: status = open **and** agent = you **and** label = "vip").
3. Apply the filter and review the sliced list.
4. If the slice is useful recurrently, choose to **save** it as a **view** and give it a clear name.
5. Afterwards, open the saved view straight from the sidebar — no need to rebuild the conditions.

## Settings & options

- **Combinable conditions**: stack several criteria to land exactly on the slice you want.
- **Available attributes**: status, priority, assignment (agent/team), labels, inbox, language,
  country and other conversation and contact fields.
- **Saved views**: use objective names ("My open urgent", "No reply today") so the team gets it.
- **Shared folders/views**: views help standardize how each role tracks its queue.

### Open and Pending

Choose **Open and Pending** in the list's status selector to follow both states together. This
option is a filter: it does not change any conversation's status. Resolved and snoozed conversations
are excluded from the regular list for this selection.

The **Mine**, **Unassigned** and **All** tabs and their counters use the same selection. Inbox,
team and label filters still apply, as do access permissions. Reloading the page preserves the
chosen status in its address. For a saved view, select both **Open** and **Pending** values in
the same status condition.

Pinned conversations remain a separate section: a pinned conversation can stay visible after
leaving the filter's scope, as described below.

### Pinned conversations

Just like WhatsApp, you can **pin up to 10 conversations** to the top of the list — they show up in
the **"Pinned"** section, above the rest, ordered from the most recently pinned.

- **Pin/unpin**: right-click the conversation card and choose **Pin conversation**
  (or **Unpin conversation**). A pin icon appears on the pinned card.
- **Per agent**: pins are **yours** — each teammate pins their own conversations without
  affecting anyone else.
- **Per view**: each saved view (folder) has its **own pin set**, and the default list
  (Mine/Unassigned/All) has another. Pin the same conversation in as many contexts as you like.
- **Always at hand**: a pinned conversation stays on top even after it is resolved or falls out of
  the view's filter — it works like a bookmark.
- **Collapsed list**: when you collapse the conversation list, pinned conversations stay at the top
  of the avatar rail with a small pin indicator.
- **Limit reached**: trying to pin an 11th conversation in the same context shows a limit warning —
  unpin one before pinning another.

## Use cases

- Track only the conversations **assigned to you** that are still **open**.
- Monitor **high-priority** conversations with no reply.
- Create a view per **team** or per **campaign/label** to focus the team.

## Tips, limits & best practices

- Start with few conditions and refine — overly complex filters are hard to maintain.
- Name views so anyone understands their purpose.
- Periodically review saved views and remove the ones no longer used.

## Troubleshooting

- **The view doesn't show what I expect**: review each condition; one wrong label or status changes everything.
- **I can't see certain conversations**: confirm you have access to the matching inbox.
- **The view disappeared**: check whether it was removed or renamed by another teammate.

## See also

- [The conversation view](/hc/ajuda/articles/conversations-tela-de-conversas-en)
- [Advanced search of conversations and messages](/hc/ajuda/articles/conversations-busca-avancada-en)
- [Assignment, status, priority and labels](/hc/ajuda/articles/conversations-atribuicao-status-prioridade-labels-en)