View and Filter Conversations
When messages pile up across five channels, you need to get to the right one fast. The inbox gives you two layers of filtering: the channel tabs above the conversation list slice the whole inbox by source, and the All Channels dropdown inside an open thread narrows a single contact's history to one channel.
Entry pointInbox (top bar 💬 messages icon)
Channel Tabs (the Whole Inbox)
| Tab | Shows |
|---|---|
| Contacts (people icon) | Every conversation grouped by contact, regardless of source. The default. |
| Only WhatsApp conversations. | |
| Only Instagram DMs. | |
| Only Facebook Page messages. |
Switch tabs when you want to focus on one channel — for example, the WhatsApp tab in the morning to handle quick replies, then back to Contacts to work the rest of the day.
Open a Conversation
- Pick the right channel tab.
- Scan the conversation list — each row shows the contact, the date / time of the last message, and a preview snippet.
- Click the row. The full thread opens in the centre pane, and the Contact Information panel loads on the right.
The newest message in each conversation is shown as the preview, so a quick scan of the list tells you what every customer's last message was without opening anything.
Filter Within a Thread (All Channels)
Some contacts message you on multiple channels — WhatsApp today, Email last week, SMS the week before. Use the All Channels dropdown at the top-right of the thread pane to narrow what's shown.
| Filter option | Shows |
|---|---|
| All Channels | Default — every message regardless of channel. |
| WhatsApp / Email / SMS / Facebook / Instagram / LinkedIn / Web Chat / Voice Call / CRM Chat | Only messages on that specific channel. |
Only the channels the contact has actually used appear in the dropdown — there's nothing to filter to a channel that doesn't have any messages.
Use the in-thread filter when you're catching up on a long history — for example, switch to Email to read just the formal back-and-forth, then back to All Channels to see what was discussed informally on WhatsApp in between.
Common Issues
| Issue | What to check |
|---|---|
| The conversation list is empty | You may be on a channel tab that has no messages — switch to Contacts to see everything. |
| A message is missing | The thread might be filtered — change the All Channels dropdown back to All Channels. |
| New customer messages don't appear | The channel may have disconnected — see Integrations and confirm the channel is still connected. |
| The same contact appears twice | They may be a duplicate — open the contact and merge the duplicate. |
If a whole channel tab has no conversations in it, start with your admin — the channel may have been disconnected, or was never connected for your workspace. Your admin can check the connection under Integrations and confirm your inbox access.
Go to Brixi support when the channel is connected but messages you know were sent still don't appear in the thread, even with the filter back on All Channels. Include the contact, the channel, and a screenshot of the thread.