Viewing & Filtering Messages

Socialone's unified inbox lets you view, organize, and respond to messages from all connected platforms in one place.

Overview links: Documentation Home · Settings Overview

Where to Find This

• Messages in the sidebar.

Settings Quick Map

• Settings → Platforms: connect inbox channels.
• Settings → Team: manage assignees.
• Settings Overview

What You Need Before You Start

• At least one connected platform account (WhatsApp, Instagram, Facebook, etc.).
• Inbound messages or conversations to review.

Accessing the Inbox

• Click on Messages from the main sidebar.
• The left sidebar lists conversations by channel.
• Open a conversation to see the full thread and metadata.

Filtering Messages

Use filters to narrow the inbox quickly:

• Status: Open vs Handled.
• Unread: Show only conversations with unread messages.
• Assigned to Me: Quickly see your own conversations.
• Groups: Limit to group conversations.
• Platform: Filter by WhatsApp, Instagram, Facebook, etc.
• Advanced Filter: Assigned to Me, Unassigned, All Assigned, or High Priority (when available).

Searching Messages

• Search by contact name, phone, or message content.
• Search works across all connected platforms.

Assigning & Status

• Assign conversations to a team member.
• Mark conversations as handled when the issue is resolved.

If You Are Not Seeing Messages

• Confirm the platform account is connected.
• Clear filters and search terms.
• Switch back to Open if you are in Handled.

Next Steps

• Smart Replies with SIA
• Agents & Workflows
• Auto‑Replies (Messages)

Need Help?

Still have questions? Visit our Support Center or explore the FAQs.