SAC 360° - FILTERS
The module of SprintHub Customer Service was developed to make managing support cases easier and ensure greater agility in customer support. One of the most important features for this are the filters, which make it possible to organize conversations, prioritize requests, and quickly find any support case.
🎯 What are the Customer Service filters?
The filters work as an intelligent way to segment the support cases displayed in the system. With them, you can view only the conversations that really matter at that moment, such as ongoing, completed, from a specific channel, or assigned to a particular agent.
This organization makes the team's routine easier, reduces search time, and improves support case management.
⚙️ How to use the filters
On the SprintHub Customer Service, the filters are located at the top of the panel. From them, it is possible to refine the support case list using different criteria.
📱 Platforms
Allows you to view only support cases coming from a specific platform, such as:
WhatsApp API
WhatsApp Web
Instagram
Facebook
Live Chat
Gmail
Outlook
IMAP
This filter makes it easier to view support cases by communication channel, allowing the team to follow only the conversations originating on the desired platform.
🏢 Accounts
If your company has more than one integrated account (such as multiple WhatsApp numbers, email accounts, pages, or social media profiles), this filter allows you to view only the support cases belonging to the selected account.
🏷️ Tags
Allows filtering support cases that have one or more tags linked to the contact or the support case.
This filter is very useful for quickly locating conversations related to campaigns, customer categories, priorities, or any other classification used by your operation.
🏢 Departments
Shows only the support cases belonging to a specific department, such as:
Support
Sales
Finance
After-sales
👤 Responsible
Shows only the support cases assigned to a specific agent.
Ideal for tracking each employee's workload.
📌 Stages (Status)
Filters the support cases according to the current status, such as:
In progress
Waiting for a response
Resolved
Pending
💡 Statuses are fully customizable, allowing each company to adapt the support flow to its needs.
📅 Period
Allows you to view support cases within a specific date range, making daily, weekly, monthly, or custom queries easier.
👥 Groups
Defines whether the WhatsApp groups should be shown or hidden in the Customer Service list.
⚡ Advanced Menu
The Advanced menu brings together additional options for specific queries and support case management.
Among them are:
View all support cases;
Support cases without department;
Unanswered support cases;
Support cases that came from ads;
Ignore restrictions (available only to administrators).
🔎 Advanced Filters
In addition to the quick filters, SprintHub offers an area of Advanced Filters, allowing you to create much more detailed searches by combining multiple conditions.
With this feature, it is possible to add multiple search criteria, refining the results to locate exactly the desired support cases.
You can combine filters such as:
Platform;
Account;
Department;
Owner;
Status;
Tags;
Period;
Support case origin;
And several other conditions available in the system.
The more criteria you add, the more precise the search will be, making support case location much faster and more efficient.
🧠 Why use filters?
Filters help your team to:
⏱️ Save time by quickly locating specific support cases;
📂 Better organize the workflow between departments and agents;
📊 Analyze support cases by platform, account, period, or agent;
🏷️ Find conversations using tags and other classifications;
🎯 Easily identify support cases coming from ads and other sources;
🚀 Make support more organized, productive, and strategic.
With the correct use of filters, Customer Service management becomes much more efficient, allowing each employee to view only the support cases relevant to their routine.
Last updated
Was this helpful?