Conversation Filters and Chat Transparency

Sorting and filtering in the conversation view The main overview of all conversations is well designed. But with many messages, it becomes hard to keep a clear view. For example, we send many SMS messages for appointment reminders. All of them appear in the same list. At the same time, some employees only handle customer replies, but they still see all SMS messages. A filter function would help a lot. It should be possible to filter by channel, for example WhatsApp or SMS. It would also be very helpful to filter between incoming and outgoing messages. This would make daily work much easier. Transparency within chats and internal notes Inside a conversation, it should be visible which employee sent a message. This is important for teamwork and clear communication. Also, an internal note function would be very useful. It should be possible to add notes to messages that are only visible for the team and not for the customer. This would help with coordination and documentation. Desktop notifications for incoming messages It would be very helpful to have desktop notifications for incoming messages. This ensures that employees are immediately informed when a new message arrives. This is especially important in daily operations, so that no customer request is missed and response times stay short.