Filtering Your Inbox

Last updated: May 7, 2026

Switchboard's inbox filtering tools let you narrow down replies so you're only reviewing the messages most relevant to you. Filters can be combined to create a highly targeted view of your inbox.

To open the filter panel, click the Filter icon in your inbox.

Available Filters

Reply Is Needed

When enabled, this filter shows only threads where a reply from your team is still needed — helping you prioritize outreach that requires follow-up.

Recipient Has Replied

When enabled, this filter shows only threads where the recipient has sent at least one reply, so you can focus on active two-way conversations.

Opt Out Status

Filter threads based on whether a recipient has opted out of messages. Use the dropdown to select from:

  • All — Show threads regardless of opt-out status

  • Opted Out — Show only threads where the recipient has opted out

  • Not Opted Out — Show only threads where the recipient is still opted in

Reply Message Content

Filter threads based on the estimated sentiment of the recipient's most recent reply. Switchboard analyzes the language used in incoming messages to categorize them automatically.

The available content categories are:

  • Include All — Show all replies regardless of content type. This is the default setting.

  • Likely Relevant or Important — Messages that may need further review to determine what kind of response, if any, is appropriate.

  • Likely Negative or Unsupportive — Messages that contain harassment or unsupportive content.

  • Deceased — Messages indicating that the intended text recipient is deceased.

  • Junk — Messages that are spam, irrelevant, or incoherent.

Tip: Filtering by content category is a great way to route specific message types to the right team members — for example, flagging negative replies for a dedicated response team.

Opt Out Prediction

This filter uses AI to estimate the likelihood that a recipient wants to opt out, based on the language in their replies — even if they haven't explicitly opted out yet. You can read more about how this works here!

Use the slider to set your desired range, from Unlikely (0) to Likely (1):

  • Set the slider toward 0 to see only contacts who are very unlikely to want to opt out

  • Set the slider toward 1 to surface contacts who may be on the verge of opting out, so you can act proactively

Last Incoming Message Received Time

Filter threads based on when the most recent incoming message was received. Set a Start Time and/or End Time to view only threads with activity within a specific window.

Recent Broadcasts

Filter threads to show only contacts who were part of a specific broadcast. Select a broadcast from the dropdown to narrow your inbox to replies from that send.

Inbox User

Filter threads by which inbox user they are assigned to. By default this is set to Admin (View All Threads), which shows all threads regardless of assignment. Select a specific user to see only threads assigned to them.

Contact Has Label

Filter threads based on labels applied to contacts. Click + Add Label to select one or more labels — only threads where the contact has all selected labels will be shown.

Result Ordering

Control the order in which threads appear in your inbox. The available sort options are:

  • Last incoming message time (newest first) — Most recent replies appear at the top

  • Last incoming message time (oldest first) — Oldest replies appear at the top

  • Phone number (ascending) — Sort alphabetically/numerically by phone number, A→Z

  • Phone number (descending) — Sort alphabetically/numerically by phone number, Z→A

  • Opt out score (least likely first) — Contacts least likely to opt out appear first

  • Opt out score (most likely first) — Contacts most likely to opt out appear first