Inbox channel and message type filters

Business problem

Agents currently lack the ability to filter conversations by specific channel types within the standard inbox views (Assigned, New, or Assigned to me). This makes it difficult to prioritize or locate specific communication types like emails, voice calls, or WhatsApp messages when managing a high volume of inquiries.

Wished result

The addition of a "Message Type" filter within the general Inbox navigation. This would allow users to specifically view and sort conversations based on the underlying channel, such as Email, Voice, or WhatsApp, across all standard inbox folders.