A Customer's Conversation Timeline can hold a long history of activity. Use the Filter to show only the types of items you want to see, such as Notes, Tasks, or a single Channel, so you can find what you need without scrolling through everything.
Filter the Timeline
Open a Conversation.
In the top left corner of the Conversation Timeline, select Filter.
Under Show item types, check the item types you want to see and uncheck the ones you don't.
The Timeline updates immediately to show only the selected item types. There's no Apply button.
Choose which item types to show
All item types are checked by default.
AI
App Activity (activity from external Apps)
Chat
Email
Messaging & Social
Notes
Phone & Voicemail
SMS
Status & Audit
Tasks
Tip: To review only internal activity, uncheck the Channel types and keep Notes and Tasks selected.
Deselect all item types
To clear every checkbox at once, select Deselect all at the top right of the Show item types menu. Then check only the types you want to see. This is faster than unchecking each type one by one.
Know when the filter resets
Filters apply only to the Customer Profile you're viewing. When you leave a Customer, the filter doesn't carry over, so the next Customer's Conversation Timeline isn't filtered.
