Understanding Conversation Filters in Enrollio

Conversation Filters help you organize your inbox so you can focus on the families and conversations that matter most. Instead of scrolling through hundreds of messages, you can instantly view only the conversations that need your attention right now.

This article shows you how to set up filters, manage multiple conversations at once, and use additional inbox tools to keep your team organized.

Table of Contents

• What are Conversation Filters?
• Key Benefits of Conversation Filters
• Using the Filters Panel
• Filter Builder Options
• AND / OR Logic
• Managing Multiple Conversations
• Starred Conversations
• Sorting Conversations
• Frequently Asked Questions

What are Conversation Filters?

Conversation Filters are rules that control which conversations appear in your inbox based on specific conditions. They help you stay organized, prioritize your work, and focus on the most important messages without manually searching.

Filters work alongside inbox tabs, sorting options, and bulk actions to give your team complete control over how conversations are displayed and managed.

Pro Tip: Think of filters as your personal assistant that automatically shows you only the conversations you need to see — whether that's unassigned tours, messages mentioning you, or families with specific tags.

Key Benefits of Conversation Filters

Using filters correctly transforms how your team manages parent communication:

• Focused Inbox Views: See only conversations matching specific criteria like assigned staff members, mentions, or tags
• Improved Team Efficiency: Reduce inbox clutter and help team members focus on conversations requiring action
• Advanced Logic Support: Combine multiple rules using AND / OR logic for precise filtering
• Scalable Inbox Management: Handle high volumes of parent messages without manual sorting

Using the Filters Panel

The Filters panel is where you create and manage all your filter rules. It gives you complete control over which conversations appear in your inbox.

Opening the Filters Panel

1. Navigate to your Conversations inbox
2. Click the Filters icon (three horizontal lines) at the top of the screen
3. The Filters panel opens on the right side

[SCREENSHOT: Conversations inbox with Filters icon highlighted and panel open on right side]

Filter Builder Options

The Filter Builder lets you create detailed rules that determine which conversations appear. Here are all the available filter types:

Filter By Assigned

Shows conversations based on who's assigned as the conversation owner. This helps team members quickly see conversations they're responsible for, or identify unassigned conversations that need attention.

Pro Tip: Select "Logged In User" in the dropdown to create a filter that automatically shows each staff member their own assigned conversations. This is perfect for shared inbox views.

Filter By Follower

Shows conversations where a specific staff member is added as a follower. Followers can see the conversation without being the primary owner — useful for directors overseeing enrollment conversations or training new staff.

You can also choose "Logged In User" to dynamically show conversations where the current user is a follower.

Filter By Mention

Shows conversations where a staff member has been mentioned using @mention. This helps you quickly find conversations that need your attention or were flagged for you specifically.

Filter By Last Message Direction

Shows conversations based on whether the most recent message was:

• Inbound: From the parent or family
• Outbound: Sent by your staff or an automation

This helps identify conversations waiting for your response versus those you've already replied to.

Filter By Last Outbound Message Type

Shows conversations based on whether the most recent outbound message was:

• Manual: Sent by a staff member
• Automated: Sent through your automations or campaigns

Use this to track personal engagement versus automated follow-ups.

Filter By Last Message Channel

Shows conversations by the communication channel used for the most recent message:

• SMS / Text Messages
• Email
• Phone Calls
• Voicemail
• Live Chat
• WhatsApp
• Facebook Messenger
• Instagram Direct Messages

This lets your team focus on specific channels — for example, showing only text message conversations.

Filter By Tag

Shows conversations with families that have specific tags. Since tags help you categorize families (like "Tour Scheduled," "Infant Program," or "Waitlist"), this filter makes it easy to segment and manage conversations based on your custom labels.

Filter Condition

The condition determines how your filter is evaluated:

• Is: Includes conversations that match the selected value
• Is not: Excludes conversations that match the selected value

Filter Value

The Value field is where you select the specific user, tag, channel, or attribute for your filter. The dropdown is searchable, and depending on the filter type, you can select one or multiple values.

[SCREENSHOT: Filter Builder interface showing dropdown menus for filter type, condition, and value fields]

AND / OR Logic

AND / OR logic controls how multiple filter rules work together. This is powerful for creating precise filters that show exactly what you need.

Logic Within a Filter Group

When you add multiple rules to the same group, you choose how they interact:

• AND: All rules must be true (narrows your results)
• OR: Any rule can be true (broadens your results)

Example: To see conversations assigned to Sarah AND tagged "Tour Scheduled," use AND logic. To see conversations assigned to Sarah OR tagged "Waitlist," use OR logic.

Logic Between Filter Groups

When you create multiple filter groups, you can define how entire groups interact with each other. This allows advanced filtering like combining assignment rules, mentions, and tags in sophisticated ways.

Example: Show conversations where (assigned to me AND tagged "Urgent") OR (I'm mentioned AND channel is SMS).

[SCREENSHOT: Filter panel showing multiple filter groups with AND/OR toggle between them]

Managing Multiple Conversations

When you're handling dozens of parent conversations daily, bulk actions save significant time. You can manage multiple conversations simultaneously instead of updating them one by one.

Conversation Selection Checkboxes

Each conversation in your inbox has a checkbox on the far left. Use these to select conversations for bulk actions.

How it works:

• Click one checkbox to select that conversation
• Click multiple checkboxes to select several conversations
• When multiple conversations are visible, a "select all" option appears at the top

Bulk Actions Toolbar

The Bulk Actions toolbar appears automatically when you select one or more conversations. It gives you these options:

• Mark as Read: Marks selected conversations as read
• Mark as Unread: Returns conversations to unread status
• Add Star: Flags conversations as important
• Remove Star: Removes the starred status
• Delete: Permanently deletes selected conversations

Pro Tip: After reviewing all new tour requests each morning, select them all and mark as read. This keeps your inbox clean and makes it easy to see new messages that come in throughout the day.

[SCREENSHOT: Multiple conversations selected with checkboxes and Bulk Actions toolbar visible at top]

Starred Conversations

Starring conversations is a simple way to flag important messages you need to revisit. Use stars for high-priority families, urgent enrollment questions, or conversations requiring follow-up.

Using the Star Icon

The star icon appears both in your conversation list and within individual conversations.

How it works:

1. Click the star icon next to any conversation
2. The conversation is marked as starred
3. Access all starred conversations using the Starred inbox tab

Example: Star conversations with families scheduled for tours this week, so you can quickly review their history before they arrive.

Sorting Conversations

Sorting options let you arrange conversations in whatever order works best for your workflow. You can prioritize recent activity, find neglected conversations, or focus on messages needing human attention.

Using the Sort Icon

Click the sort icon (up/down arrows) at the top of your inbox to open the sorting dropdown.

Available Sorting Options

• Latest All Messages: Shows conversations with the most recent message first (manual or automated)
• Oldest All Messages: Shows conversations with the oldest last message first — helps surface inactive conversations
• Latest Manual Messages: Sorts by most recent manually sent message, excluding automated messages
• Oldest Manual Messages: Shows conversations that haven't received recent personal attention
• Longest SLA Overdue: Prioritizes conversations that have exceeded response time goals by the longest duration
• Next SLA Target: Shows conversations with the closest upcoming response deadline, so you can respond before targets are missed

Pro Tip: Sort by "Oldest Manual Messages" at the end of each day to make sure no parent has been waiting too long for a personal reply.

[SCREENSHOT: Sort dropdown menu showing all available sorting options]

Frequently Asked Questions

Do Conversation Filters update in real time?

Yes, your inbox updates automatically as new messages arrive and conversation attributes change. Your filtered view stays current without refreshing the page.

Can I save my filter settings?

Filter settings remain active until you change them. If you create a useful filter combination, it will stay in place when you return to your inbox.

Can multiple team members use different filters?

Yes, each staff member can set their own filters independently. Your filter settings don't affect what other team members see in their inboxes.

What's the difference between a filter and a tab?

Tabs (like All, Unread, and Starred) are preset views. Filters let you create custom views using your own rules. You can use filters and tabs together — for example, apply filters within the Unread tab.

How many filter rules can I create?

You can create as many filter rules and groups as needed. However, keep your filters simple enough that your team can understand and use them effectively.