Medallia Concierge supports the ability to sort Inbox conversations in ways that allow you to respond to customers based on your specific business rules. Use the sorting dropdown above the conversations list to change the sort order.

By default, all conversations are sorted by "Newest", meaning that the most recently active conversations will be at the top of the list. You can also sort by "Oldest" or "Custom". Custom allows you to select any date or date/time field to sort by. An example use case would be having customers scan a QR code that runs a Zing setting a date/time field to "now." If the Inbox is sorted by that custom field, customers who have checked-in or have been waiting in line the longest will be serviced first.