FlourivateHelp Center

Find, filter and hand off conversations

Last reviewed October 21, 2026

Narrow your inbox to what needs you, clear unread messages, and pass a conversation to a teammate.

A busy inbox is easier when you can see only what needs an answer. Here's how to filter the list, tidy it up, and hand a conversation to someone on your team.

Before you start

  • Time: 5 minutes.
  • To hand off conversations, the teammate needs their own user in your workspace.

Filter the list

Go to Conversations. Everything for narrowing the list sits at the top left.

  1. Choose the inbox. Click External for client conversations, or Team Chat for your team's internal chat.

  2. Pick a quick filter. The one you choose turns green.

    Filter Shows
    Recent Your latest conversations
    All Every conversation, including older email threads
    Unread Only ones you haven't opened (with a count)
    Starred Ones you've starred to come back to
    Archived Ones you've archived

  3. Pick a channel. Open All Channels and choose SMS, Email, Webchat, Phone, Instagram, Facebook or WhatsApp. Choose All Channels again to see everything.

Looking for an email thread?

Email threads may not show on Recent. Click All, then set the channel to Email.

Clear unread messages

  1. Filter first, so the list shows only what you want to clear (for example Unread and Webchat).
  2. Click Mark all read above the list. It marks every conversation that's visible as read.

To act on a group, tick Select visible to select every conversation in the current list.

Hand a conversation to a teammate

There's no separate Assign button. Handing off is called Transfer.

  1. Open the conversation.
  2. Click ⋯ (More actions) at the right end of the conversation header.
  3. Click Transfer and pick the teammate.

The same menu also has Mark as read, Notifications, Assignment help, Archive and Merge Conversations.

Tell your teammate why

Before you transfer, switch the reply box to Internal Comment and leave a quick note ("Asked about package pricing, please follow up"). Only your team sees it.

Archive or merge

  • Archive: ⋯ > Archive moves a finished conversation out of the way. Find it later under Archived.
  • Merge: if the same client shows up twice (for example once by text, once by email), ⋯ > Merge Conversations combines them. Check you've picked the right two before you confirm.

Check it worked

  • The list shows only conversations that match your filter, and the filter stays highlighted.
  • After a transfer, the conversation shows your teammate as the owner.

If something's off

  • A conversation is missing. Click All, choose All Channels, and make sure you're on External. Check Archived too.
  • You marked too much as read. Mark all read applies to everything visible. Filter first next time. Reopen important conversations and star them.
  • Your teammate isn't in the Transfer list. They need a user in this workspace. See Add a team member and choose what they can see.

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