Create Filter

Filters help quickly find needed requests by various criteria and save settings for further use. This guide shows how to create your own saved filter with a full set of conditions.

When Needed

You regularly search for requests by certain parameters.
You want to save filter settings for one-click access.
You need custom selection conditions (e.g., only high-priority tickets).
You want to organize work with requests by your own criteria.

What's Important to Know

Saved filter — a folder with dynamic content: filter conditions are stored, and the request list updates automatically.
Creating a filter happens in two steps: first configure conditions, then name and visibility.
The list of available fields depends on the selected request type (Chat, Ticket, Comment, Group).
Saved filters can be made public — then all operators see them.

For more: What Are Filters and Why You Need Them.

Prerequisites

You are logged in with supervisor or operator rights.
You have navigated to Operator Panel via Menu -> Operator Panel.
You have determined the criteria by which to filter requests.

Step-by-Step Instructions

Step 1. Open the Create Filter Dialog

In the left panel of OperatorLine, find the "Create Filter" button (above the folder list or in the folder menu).
Click it — the "Configure Filters" dialog opens with two steps (stepper).

Step 2. Step 1 — Configure Filters

On the first step, configure the request selection conditions.

2.1. Request Type

Select one or more types: Chat, Ticket, Comment, Group.
The selection determines which additional fields appear below (for chats — dialog type, rating; for tickets — priority, assignee, etc.).

2.2. Closed Dialogs

Turn on the "Closed dialogs" switch if you need to include closed requests in the results.
By default, only active requests are shown.

2.3. Basic Criteria (Field Grid)

Configure the conditions you need:

Field	Description
Bot	Select a bot (if you have multiple).
Channel	Telegram, Viber, Facebook, Instagram, WhatsApp, Email, Widget, Telephony, etc.
Request Status	New, In progress, Closed, and others (depends on settings).
Topic	Request topic (from configured topics).
Tags	Dialog or client tags.
Operator	Operator handling the request.
Skill Group	Operator group by skills.
Process	Processing process (if configured).
Client	Search by client (name, phone, email).

2.4. Dates

Created At — date range when the request was created.
Last Response At — date range of the last response.

2.5. Additional Filters for Chats

If Chat type is selected, these fields appear:

Dialog Type — chat type.
Acceptance Status — whether the request was accepted by an operator.
Closed by timeout — whether it was closed due to timeout.
Last Responder — client or operator.
Rating — customer rating (1–5).

2.6. Additional Filters for Tickets

If Ticket type is selected, these fields appear:

Priority — high, medium, low.
Assignee — operator assigned to the ticket.
Ticket Author — who created the ticket.
Participants — operator participants.
Watchers — who is watching the ticket.
Resolved — whether the ticket is resolved.
Outdated — whether the deadline is overdue.
Paused — whether the ticket is paused.
Custom Fields — additional ticket fields (order number, product category, etc.). Custom fields appear in filters if "Use in filters" is enabled for the field in the topic settings. How to configure: Configure topics.

To see custom fields in filters, you need two things:

In topic settings — enable "Use in filters" for each field you need.
In the filter builder — you must select request type "Ticket". Custom fields appear only in the "Additional filters for tickets" section. If you select "Chat", "Comment", or "Group" — custom fields are not displayed.
Topic is optional — fields with the checkbox enabled appear regardless of the selected topic. If "Use in filters" is enabled for 5 fields across different topics, all 5 fields will be available in filters regardless of which topic you selected (or if you selected none).

2.7. Proceed to Step 2

Click "Next" or select the "Save Settings" step in the stepper.

Step 3. Step 2 — Save Settings

On the second step, set the filter name and visibility.

3.1. Filter Name (Required)

Enter a clear name that describes the filter conditions (e.g., "VIP clients", "Urgent tickets from Telegram").

3.2. Description (Optional)

Add a short description — for yourself or for the team if the filter is public.

3.3. Visibility

Turn on "Make this filter public" so other operators can see it.
If left off — the filter is only visible to you.

3.4. Save

Click "Save" — the filter is saved and appears in the folder list in the left panel.

What Happens After

The filter appears in the left panel as a folder with your name. Clicking it updates the request list according to the saved conditions. The counter shows how many requests match the filter.

How to Verify It Worked

Check that the filter appeared in the folder list on the left.
Click the filter — the request list should match the configured conditions.
Check the counter next to the filter name.

Other Ways

You can edit a saved filter — change conditions or name (via context menu or folder settings).
You can delete a filter if it is no longer needed.
Filters can be reordered by dragging (like folders).