Smart filters help you cut out noise and focus on conversations that need attention.
Leave out whole categories
Section titled “Leave out whole categories”Admins can leave out low-value categories, such as spam or notifications, from your reports.
- Click your name in the bottom-left corner and select Settings.
- Go to Global Filters and open the Smart categories tab. This tab only appears once Smart features are turned on.
- Tick the categories to leave out: Billing, HR, Internal, Legal, Marketing, Notification, Other, Partnerships, Press, Product feedback, Sales, Security, Spam, Support or System.
- Click Save.
Smart categories work alongside the other Global Filters tabs: blocked domains, blocked email addresses and custom rules.
Filter by Smart values
Section titled “Filter by Smart values”- Open Conversations or Messages from the left-hand menu.
- Click Filters and open the Smart tab.
- Choose any of these:
- Smart categories
- Needs response
- Contact intent
- Sentiment: Very Negative, Negative, Neutral, Positive or Very Positive
- Urgency: FYI, Not Urgent, Normal, Urgent or Immediate Crisis
- Click Close.
Which filters you see depends on the page and whether Smart data is available for those emails.
See what Global Filters removed
Section titled “See what Global Filters removed”To check your Global Filters aren’t leaving out the wrong things, turn on Show Global Filter removals at the top of Conversations or Messages. The page then shows the emails your Global Filters removed, and why. The reason is Blocked domain, Blocked email, Advanced filter (a custom rule) or Category (a Smart category).
This is for company admins to review and fine-tune filters. It isn’t meant as a daily queue for managers.