Finding the Right Conversations with Smart Filters

Smart Filters help teams cut through noise and focus on customer conversations that actually need attention. By combining global exclusions, advanced filtering, and visibility into filtered items, managers can quickly identify meaningful conversations and validate reporting accuracy.

Smart Global Filtering

What it does

Smart global filtering lets admins automatically exclude low-value conversation categories — such as spam, notifications, or system-generated traffic — from logs and reports where global exclusion filters apply.

Why it matters

Removing non-actionable conversations reduces reporting noise and helps managers focus on customer interactions that require attention.

Where to find it

Go to:

Settings → Message Filters → Smart Filters

1. Open Settings → Message Filters
2. Navigate to the Smart Filters section
3. Select the categories you want to exclude
4. Save your changes
5. Review the impact in:
   • Conversation Logs
   • Message Logs
   • Filtered Out views

Advanced Smart Filters

What it does

Advanced Smart Filters allow managers to filter logs and shared report queries using Smart dimensions, including:

• Category
• Needs Response
• Sentiment
• Urgency
• Intent

These filters are available where Smart-enriched inbound data exists.

Why it matters

Managers can quickly isolate at-risk conversations, identify trends, and validate operational insights.

Where to find it

Available in:

• Conversation Logs
• Message Logs
• Reports using shared advanced filters

How to use it

1. Open:
   • Conversation Logs
   • Message Logs
   • or a supported report
2. Open the filter panel
3. Apply one or more Smart Filters
4. Compare filtered results with shared report views

Good to know

• Filter availability depends on:
  • page type
  • report type
  • whether Smart-enriched inbound data is available

Reference links

• https://portal.timetoreply.com/logs/conversations
• https://portal.timetoreply.com/logs/messages
• https://portal.timetoreply.com/reports/overview

Filtered Out View with Exclusion Reasons

What it does

The Filtered Out view allows company admins to see excluded conversations and understand exactly why each item was filtered.

Why it matters

This makes filtering behavior transparent and helps teams fine-tune exclusion settings with confidence.

Where to find it

Available in:

• Conversation Logs
• Message Logs

How to use it

1. Open Conversation Logs or Message Logs
2. Switch the view to Filtered Out
3. Review exclusion reason tags shown on each item

Good to know

• Filtered Out mode is available to company admins only
• Exclusion reasons may include:
  • blocked domains
  • blocked email addresses
  • saved advanced filters
  • Smart category exclusions

Reference links

• https://portal.timetoreply.com/logs/conversations
• https://portal.timetoreply.com/logs/messages