Message filters help you quickly focus on the conversations that matter most.
Filters are available in both CloudTalk Phone (desktop) and CloudTalk Go (mobile).
User Level:
Agent, Supervisors, Admins
Why use filters?
If you handle dozens of customer conversations every day, filters help you cut through the noise. Instead of scrolling through everything, you can instantly focus on your own customers, see only unread requests, or even separate out WhatsApp vs. SMS threads.
Where to find filters
CloudTalk Go (mobile):
Open the Messages tab.
Tap the filter icon (top right).
In the filter menu you can:
Choose My Messages or All Messages (toggle at the top).
Select All or Unread.
Filter by channel: All Channels, SMS/MMS, WhatsApp.
Tap Apply to confirm your selection.
CloudTalk Phone (desktop):
Go to the Messages tab.
At the top of the message list, open the filter menu.
Here you can:
Switch between My Messages / All Messages.
Select Unread / All.
Choose a channel: All Channels, SMS/MMS, or WhatsApp.
Understanding each filter
My Messages vs. All Messages
My Messages: shows only threads where you have already replied at least once. Perfect if you want to quickly return to "your" customers.
All Messages: shows everything you have permission to access: great for supervisors who need to see the big picture.
Read Status
Unread: highlights only conversations waiting for a reply.
All: no matter if you’ve read them or not, everything is visible.
Channel
All Channels: default view, includes every channel.
SMS/MMS: shows only text messages (MMS includes pictures or media).
WhatsApp: shows only WhatsApp conversations, marked with the WhatsApp logo.
If you are unable to select WhatsApp or SMS filter options, contact an administrator. These message types may be turned off for your company.
Default filters
When you log in for the first time:
On Phone (desktop): My Messages + Unread + All Channels
On Go (mobile): My Messages + Unread
You can always change these defaults, and CloudTalk will remember your choice.
Combining filters
You can stack filters for precise results:
My Messages + Unread: your customers who are still waiting for a reply.
All Messages + Unread: everything the whole team hasn’t answered yet (good for supervisors).
My Messages + All: review all your past conversations, even the closed ones.
All Messages + All: complete overview of all conversations.
Note: You can’t select both My Messages and All Messages at the same time, you must pick one. Your filter choice is saved automatically and persists across refreshes, navigation, and logins. It only resets when you change it yourself.
Role-based visibility
Filters will never show you conversations outside of your role.
Agent: sees only what’s allowed by their visibility settings (set by the Admin).
Supervisor: sees conversations linked to the groups/numbers they manage.
Admin: sees everything.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!