---
title: "Filter the Conversation Timeline"
slug: "filter-the-conversation-timeline"
updated: 2026-10-16T17:05:12Z
published: 2026-10-16T17:05:12Z
canonical: "help.gladly.com/filter-the-conversation-timeline"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Filter the Conversation Timeline

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.

![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/filters on timeline.png?sv=2026-02-06&spr=https&st=2026-10-28T11%3A32%3A23Z&se=2026-10-28T12%3A32%3A23Z&sr=c&sp=r&sig=Fnqzw60qMMIBIgcqIUsIjLAcsRAh8NiksJRUP0LmAKU%3D)

## Filter the Timeline

1. Open a Conversation.
2. In the top left corner of the Conversation Timeline, select **Filter**.
3. 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.

![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/filter a conversation.gif?sv=2026-02-06&spr=https&st=2026-10-28T11%3A32%3A23Z&se=2026-10-28T12%3A32%3A23Z&sr=c&sp=r&sig=Fnqzw60qMMIBIgcqIUsIjLAcsRAh8NiksJRUP0LmAKU%3D)

### 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.

*Customer* or C*ustomers* refers to the people you support through Gladly who buy or use your products or services.

[Tasks](https://help.gladly.com/docs/what-is-a-task) are items that must be accomplished for a Customer.

*Channel*

or

*Channels*

refers to the communication method used to communicate with Customers. Gladly supports the following Channels:

- Voice/IVR
- Email
- Chat (via Glad App)
- SMS/MMS
- Social Messaging: Facebook Messenger, Instagram Messaging, Whatsapp

Agents use the availability controls to receive Customers contacting in through these Channels.

![](https://connect.gladly.com/wp-content/uploads/2023/03/Availability-Channel.png)

Contains everything about a Customer. Their Conversation history, contact details, order details, and other Customer-specific information.