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).