How to sort messages within the inbox

Overview

Front allows you to sort the conversations in your inbox in four ways. Use the Sort by... dropdown menu at the top of the messages list to sort your inbox by newest, oldest, newest unreplied, or oldest unreplied.


Sort options

Newest

The emails with the newest activity will be listed the top in chronological order down to oldest activity, regardless of whether the emails have been replied to yet. As you receive new inbound emails, they will appear at the top of the email list. The timestamp and sort will use the last activity time, such as an internal comment, reminder, or topic closure, and not necessarily the time of the last inbound message.

Oldest

The emails with the oldest activity will be listed at the top in chronological order down to newest, regardless of whether the emails have been replied to yet. As you receive new inbound emails, they will appear at the bottom of the email list. The timestamp and sort will use the last activity time, such as an internal comment, and not necessarily the time of the last inbound message.

Newest unreplied

The newest inbound messages that have not been replied to yet will be listed at the top in chronological order down to the oldest unreplied message. Messages that have been waiting the shortest amount of time for a reply will be at the top of your list. If two inbound messages arrive back-to-back, Front will use the timestamp of the earlier message. 

Oldest unreplied

The oldest inbound messages that have not been replied to yet will be listed at the top in chronological order down to the newest. Messages that have been waiting the longest amount of time for a reply will be at the top of your list. If two inbound messages arrive back-to-back, Front will use the timestamp of the earlier message.

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  • How do I filter to messages that have a customer reply last, and no reply from us yet?

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  • Brian Graham Hi! You can use the is:unread filter to see conversations that are unread, but there's no way to filter by unreplied.

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  • Hi Cory, can you please add my vote to add an "unreplied" filter? If we had looked at a customer email, and then added a "delay" to look at it again, at a certain point it becomes very hard to tell which things in the inbox still need a response and which are just timed items coming back.

    Also: is "unread" unread by us or by customer, or both? 

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  • Brian Graham No problem! Happy to share this request with our product team.

    Unread means unread by you.

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  • Hi - I use Front to send both automated and manual sms messages to customers through Twillio.

    I want a way to filter just the replies I have received from customers. Is there a way to do this?

    I was using the 'unreplied' filter but found that if one of my automated messages was sent to the customer after they had sent me a message, then the customers message reply will not come up with the 'unreplied' filter (as the filter sees the automated message as a reply) and so I am missing replying to customers questions.

    Can you help?

    Is there rule I could set up to put all customer replies in to a separate inbox?

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  • Feature request... or maybe just need a suggestion of how to achieve this... could we have a search parameter for messages that were never replied to?

    The reason being when I search "unreplied" and it includes conversations that we actually did reply to and close previously, but we archive it if the conversation doesn't require us to respond again. The most recent state is obviously unreplied, but the ticket itself has been touched already. 

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  • Allie Huang We have this feature request in our backlog. I went ahead and added a +1 for you to that request. We will let you know as soon as we make this improvement to Front!

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  • Another feature "request" I really actually miss being able to toggle between "All" and "Open" in personal folders. e.g. Shared with me and Assigned to me. I sometimes close a conversation (accidentally) and want to get back to something that I was mentioned in.... but then feel like I really clumsy trying to fish it back up among all the other messages that could have happened between archiving and needing to go back to it. 

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  • Allie Huang Noted! Thank you! 

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  • I do not have the option shown in the second window for filtering.  What I really want is to see which messages are marked as unread so I can start my Front Journey without 139 messages in my inbox

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  • allison Hi Allison, it sounds like you might benefit from a mass archive that we can run for you so you can start at inbox zero. If you need that, please email the request to support@frontapp.com and we'll gladly run it!

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  • Cori Morris Hi Cori, when sorting by "Newest", do outbound messages, whether SMS or email count as an activity and update the timestamp?

     

    I seem to be having difficulty with this operating correctly.  

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  • Carson Goodwin It depends on your bump settings. Take a look at this article for more information: https://help.frontapp.com/t/y729th/customize-when-conversations-bump-up

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  • Will there ever be an option to sort by sender? I know we can search by sender.

     

    Thanks.

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  • Ashley Grant Not yet, but we'll add a +1 vote for this feature request

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