Organizing Conversations¶
When a lot of messages are coming in, organization is what keeps the queue manageable. Interline gives you three independent labels — status, priority, and tags — plus an awaiting-response indicator and search.
Status¶
Status tracks where a conversation is in its lifecycle. You can filter the conversation list by status:
- Open — active conversations that need attention or are in progress.
- Unread — conversations with messages no one on the team has read yet. This is usually the first place to look when you sit down.
- All — everything, regardless of state, including closed conversations.
Status is the broadest filter. Most agents start their day in Unread, work those down, then keep Open clear through the day.
The yellow dot
In the conversation list, a yellow dot on a row marks an open conversation — a fast visual cue for what's still active versus what's been closed.
Priority¶
Priority lets you flag how urgent a conversation is, independent of its status. There are three levels:
- Low
- Medium
- High
Set priority on a conversation so the team knows what to pick up first. A high-priority complaint should jump the queue ahead of a routine question, even if the routine question came in earlier. Sort and scan by priority when you need to triage quickly.
Tags (custom labels)¶
Tags are custom labels you create to categorize conversations by topic, type, or anything else useful to your business — for example VIP, Order, Refund, or Support.
A conversation can have multiple tags. Use them to group related conversations (all refund requests, all VIP clients) so you can find and act on them together. Your set of tags is shared across the team, so everyone labels things consistently.
Status vs. priority vs. tags
They answer three different questions: status = what stage is this at? · priority = how urgent is it? · tags = what is it about? Because they're independent, a single conversation can be Open, High priority, and tagged VIP + Order all at once.
Awaiting response¶
Conversations where the client sent the most recent message are marked awaiting response — the team still owes a reply. This indicator helps you and your teammates instantly tell apart conversations that need action from ones already waiting on the client. Combined with the oldest-first sort, it's the simplest way to make sure no client is left waiting too long.
Search¶
Use advanced search to find a specific conversation or contact across your mailboxes — search by contact name, phone number, email, or message content.
Phase 1 scope
In this release, search is for finding conversations directly. Saved filters and filtered views are planned for a later phase. For now, lean on status, priority, and tags to shape what's in front of you.
Next: Team Collaboration.