Filters & views
Tags, accounts, engagement type, conversation state, and the Review only toggle — how to carve the inbox into something workable.
The Scrollmark inbox can hold thousands of conversations. The filter bar is how you get it down to the handful that matter right now. Every filter below lives in the top of the Unified Inbox and persists in the URL, so a bookmarked filter state becomes your personal "saved view".
The filter pills
| Pill | What it filters | Behavior |
|---|---|---|
| Tags | Audience tags on the conversation | Multi-select, shows up to 4 tag chips inline |
| Accounts | Which connected handles are in view | Grouped by platform, toggle platform = all accounts |
| Engagement | DMs, comments, or both | Multi-select |
| State | Ready, In Human Conversation, In Journey | Multi-select |
| Review only | Only conversations waiting on human review | Toggle |
Tags
Tags are the heart of any serious filtering strategy. They come from the Audience system and flow into the inbox automatically.
Create tags with colors
From Audience → Tags, create a tag for every lane or workflow you
care about — VIP, Spanish, Refund, Giveaway entry, Press.
Colors make them scannable in the list.
Apply tags automatically via journeys
Journeys can tag conversations based on keywords, language, follower count, or any other condition. This is where tags come from for most teams — manual tagging is the exception.
Filter the inbox to one or more tags
Click the Tags pill, pick your tag(s), and the list collapses to matching conversations.
Tag chips are visible in the list
Up to four tags show on each conversation card in the list view. If your moderators rely on color-coded tags, keep the list width wide enough to see them.
Accounts
The Accounts filter is grouped by platform. Clicking a platform header selects or deselects every account under it at once.
This is the single most useful filter for multi-brand teams: one moderator owns Instagram handles, another owns TikTok, a third owns the Facebook page. Each bookmarks a filtered URL and lives inside their own inbox.
Engagement type
Two options are live today:
- Direct Messages — maps to DM events across all connected platforms
- Comments — maps to native comments, mention comments, tag mentions, and caption mentions
Story replies are grouped with DMs
Story replies and story mentions are treated as DMs, not a separate engagement type, so filtering to Direct Messages includes them.
Conversation state
Every conversation is always in exactly one state. Scrollmark manages the transitions for you — you don't set state manually.
| State | Meaning | When it's set |
|---|---|---|
| Ready | Waiting for a human | Default for any new incoming message |
| In Human Conversation | A moderator is actively replying | Set when your team sends a reply |
| In Journey | A Scrollmark automation owns it right now | Set while a journey is running |
Use the State filter pill to show only the conversations in the states you care about. A common recipe: select only Ready to hide anything automations are already handling.
Review only toggle
This toggle lives at the end of the filter bar. When on, the inbox collapses to conversations that have been flagged for human review — typically drafts waiting on approval or messages escalated by a journey.
The toggle shows a count badge so you can tell at a glance how much is waiting on you before you flip it.
Review only + Priority tab = your morning routine
Open Priority, flip Review only on. You now see the smallest possible view of "what must get done first". Clear that, flip Review only off, work the rest of Priority. It's the fastest inbox-zero pattern we know.
Search
The search box in the top bar searches by user — the handle or display name of the follower, not the message text. Matches appear live as you type.
For content search — finding every conversation that mentioned "giveaway" in the last week — use tags applied by a journey instead.
The folder menu
The three-dot menu next to the search box opens a small folder switcher with two options:
- Archived Chats — conversations you archived. Still notify you on new messages.
- Snoozed Chats — muted until their snooze timer runs out.
Opening either folder automatically switches you to the All messages tab, since folder contents aren't split by priority.
Persisting your filters
Filters live in the URL query string. Two patterns most teams use:
- Bookmark the filtered URL so you come back to the same slice next time.
- Pin a browser tab per lane — moderators who own one account usually pin a tab with that account pre-selected.
Filter recipes
A handful of filter combinations cover most day-to-day work:
| Recipe | Filters |
|---|---|
| Morning priority sweep | Tab: Priority, Review only: on |
| Spanish-speaking queue | Tag: Spanish, State: Ready |
| TikTok-only moderator | Accounts: TikTok platform, Engagement: Comments |
| DM triage | Engagement: Direct Messages, State: Ready |
| Escalations waiting on me | Tag: Escalate, State: In Human Conversation |
Bookmark the URL for the recipes you run daily. You'll save about twenty clicks a shift.