# Chat statuses and filters

> How to filter the chat inbox by status, advisor and stage, resolve and reopen conversations, mark them read or unread and create your own statuses.

Source: https://docs.watsi.ai/en/chats/statuses-and-filters

**The chat inbox brings together your agent's WhatsApp, Instagram and Messenger conversations; at the top you filter it by Status, Advisor and Stage, and sort it by last modified or by creation date.** Each chat has a status — resolved, escalated, cancelled or one you create — that you change from the conversation header, and you can mark it read or unread so nothing pending slips through.

## Filter the inbox

In **Chats**, the filter bar has:

| Filter      | Options                                                                              |
| ----------- | ------------------------------------------------------------------------------------ |
| **Status**  | All, **Resolved**, **Escalated**, **Cancelled**, your custom statuses and **Unread** |
| **Advisor** | All advisors, **Without advisor** or a team member                                   |
| **Stage**   | All stages or a funnel stage (shown as S1, S2…)                                      |

The **Order** icon switches between **Last modified** (most recent activity first) and **Created** (when the lead arrived). Changing the order doesn't change which chats you see, only their sequence.

## Change a chat's status

In the conversation header, open the status picker:

- **Resolved** closes the conversation.
- **Escalated** marks it as needing a person.
- A custom status tags it with that status.
- Click the active status again to **reopen** the chat.

> **Tip**
> The command palette (⌘K) also has **Resolve** and **Reopen**.

### Read and unread

Use **Mark as read** or **Mark as unread** in the header. Unread chats show up under the **Unread** filter.

### Funnel stage

The header's **Funnel stage** menu moves the chat to another stage. You can also drag its card on the [funnel board](/crm/board).

## Create your own statuses

### Open status management
    In the header's status picker, click **Manage statuses**.
### Add a status
    In **Conversation statuses**, click **Add status**, pick an emoji and type the name (up to 32
    characters).
### Order them

- You can have up to **20 custom statuses**.
- Statuses marked **Default** can't be edited or deleted.
- If you delete a status, its conversations go back to active.
- Resolving, reopening or cancelling a chat clears its custom status.

## Related

- [Assign chats and observers](/chats/assign-and-observers)
- [Pause the agent](/chats/pause-agent)
- [Funnel board](/crm/board)