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Who uses this: Any user with access to Engage. Building and saving your own filters depends on an Admin turning on custom filters for team members. Availability: Requires the Engage add-on. Filtering and sorting work on web and mobile.
A long list of conversations, calls, and voicemails hides the one callback that matters. Engage gives you three ways to cut through it — saved and custom filters, quick filter tabs, and sorting — and the list updates in real time as you make selections.

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Overview

Filters narrow the list in any Engage view to the items that match the categories and options you choose. Saved Filters are the filters your Admin has assigned to you plus any you have saved yourself; quick filter tabs are one-click shortcuts built into each view; and the Sort By dropdown changes the order of whatever the list currently shows. Admins set up company filters and the filter behavior your team sees — see Setting Up Engage Filters.

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Before you begin

  • Filters your Admin assigned to you show a locked icon. You can turn them on or off, but you cannot edit them.
  • To build and save filters of your own, your Admin must have turned on custom filters for team members in Engage Filter Settings.

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On web

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Open the filter panel

  1. Select the filter button to the right of the 3-dot menu in any Engage view.
  2. The button turns navy blue and the filter panel slides out from the right side of the screen.
  3. Make your selections. Your list of conversations, calls, or voicemails stays visible and updates in real time as you select filters.
  4. To close the panel, select the filter button again, select a Saved Filter, or open any conversation, call, or voicemail.

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Apply a saved filter

  1. Select Saved Filters in the filter panel to see every filter available to you — the ones your Admin assigned and any you created yourself.
  2. Select a saved filter. The list updates immediately to show matching results, and the filter panel closes on its own.

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Build and save your own filter

  1. Select your filter options in the panel, then select Apply.
  2. To keep the selection for later, select Save and enter a name when prompted.
  3. To rename one of your saved filters, double-click its name. To delete it, select the trash icon next to it and confirm.
If you modify a filter your Admin assigned to you, your only option is Save as New Filter. You cannot overwrite the original.

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Sort your list

Use the Sort By dropdown in any Engage view to change the order of your results.

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On mobile

Filtering and sorting work the same on mobile, with a two-screen filter flow instead of a slide-out panel.
  1. Tap the filter button in any Engage view. The first screen shows the filter options.
  2. Tap Saved Filters to open a second screen with the filters available to you, then tap one to apply it.
  3. Your list updates in real time as you make selections, the same as on web.
On web, the filter panel slides out from the right and includes Apply and Clear Selections buttons; on mobile, the panel uses the two-screen flow described above.

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Quick filter tabs

Each view in Engage has built-in quick filter tabs above the search bar that narrow results without building a custom filter.

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Filtered and unfiltered sections

When a filter is active and your Admin has turned on Display Unfiltered Results, Engage splits the list into two sections:
  • Filtered section — named after your active saved filter, or “Filtered Results” if you built a custom filter without saving it.
  • Unfiltered Results — everything outside the filter’s scope. This section starts collapsed and sits below the filtered section.
Select either section to expand or collapse it. A collapsed section shows a badge with the number of missed calls, unread messages, or unread voicemails inside, and the badge updates in real time as new items come in. When you remove the filter, the sections disappear and the normal list view returns. You are set when selecting a saved filter narrows the list to the matching conversations, calls, or voicemails on its own, and the Sort By dropdown puts the items you need to act on at the top.