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Sort conversations by last activity, creation date or follow-up date

An operator changes the conversation list's sort order to match how they want to triage — most recent activity first by default, or by creation date or follow-up date.

When this happens: Operator opens the sort control.

Step by step

  1. 1

    Open the Sort by control (default: Last activity).

    Lists the options: Last activity, Creation date, Follow-up date.

  2. 2

    Select Follow-up date.

    Reorders the list ascending by the conversation's follow-up date; conversations without a follow-up date sort last. Keeps the chosen sort when the operator switches views or filters, until it is changed again.

Other paths

Sort on the due view

Is on the Due view and sorts by follow-up date. System orders by the fired due date, earliest first.

Good to know

  • Last activity descending is the default sort for every view.
  • Conversations without a follow-up date sort after those with one, regardless of direction. (FR-23-004, FR-26)