Inbox & customer support

Use advanced filters and bulk actions safely

Advanced filters and bulk actions help with large workloads, but changes may affect many conversations.

♪ Supervisor, Admin, Owner ♪# 5, 8 minutes #Last checked October 13, 2026.

Supplies record: Some actions depend on role and data conditions, and have not been tested by saving / sending data. Use this as a check guide, instead of proof of transaction testing.

Before you start

Step-by-step instructions

Follow these steps in order. You can keep this guide open while working in another Tautiva tab.

Open Inbox, then click Filters to open advanced filters.
Narrow down the results based on queue, assignee, status, tag, or date according to the available options.
Check the list of results and the number of conversations before taking action.
For accounts with bulk permissions, select Select visible or the checkbox per conversation.
Review all selected chats before changing the assignee, queue, tag, or closing chats in bulk.
If the option is not available, do not borrow a colleague's account; ask an authorized supervisor.

Open the page in Tautiva

PRACTICAL EXAMPLE

Example from daily work

Example: a supervisor selects only unassigned conversations in the General queue and then assigns them to an active agent.

This is a fictional training example. No real customer data was used.

The real page of the Inbox for customer service in Tautiva, recorded October 13, 2026. — Screenshot of Tautiva application taken at October 13, 2026; sensitive information is disabled if there are. Screen settings can change with screen sizes and product updates.

Expected result

Actions are understood and results can be checked on the work page. For data changes, only perform according to SOP.

Important notes

Mass actions are only for roles with permissions and can affect a maximum of 100 chats per request based on the engineering contract.
Use narrow filters before selecting multiple conversations.

If something goes wrong

Select visible does not appear: may be hidden in the filter panel or the account does not have bulk permissions.
Changes are rejected: check if all chats and targets are in the active workspace.

This guide describes the interface reviewed on 13 October 2026. Documentation testing did not send real messages, invite users, process payments, or modify real customer records.