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Organising Messages
Organising Messages

View, organise and categorise your company's messages with filters and labels

Elisa avatar
Written by Elisa
Updated over a week ago

The main Messages list allows you to get a high-level view of all the existing messages, across all claims. It also enables you to organise and categorise conversations via filters and labels.

The Messages list includes all conversations, both linked and unlinked.

Linked messages

These are messages that pertain to a particular claim. Replies to conversations originating from Claimable will be linked to their respective claims automatically, but emails from outside Claimable can also be linked automatically if enough relevant information can be extracted. Including the Claim ID or Claim Ref in the email subject will help with auto-linking.

Unlinked messages

Unlinked messages are those that Claimable can't automatically link to an existing claim. These messages display a "Link to Claim" button that allows you to assign the message to the relevant claim.

It is best practice to link messages to the relevant claims whenever possible to keep all conversations well-organised and easy to find.

Default Filters

Claimable provides default filters, such as "Inbox", "Unlinked" and "Pinned" to help you get a quick snapshot of important messages in an organised way, run exports and reports.
These are the following default filters you will find:


These are all open conversations. New messages will show in bold, with a blue dot, for conversations that you are a participant of.


These are conversations that could not be linked to a claim.


These are all closed conversations. Conversations should be closed when no action is needed.

All Conversations

These are all conversations regardless of their status.


These conversations are pinned to drive attention to them, similar to starred emails in an email application such as Outlook or Gmail. Pinning conversations is good way to give prominence to particular conversations, draw the attention of colleagues or simply act as a prompt to yourself for future reference.


Drafts are all new conversations that have been started, but haven't been sent to participants yet.

Filtering Conversations

Claimable allows you to create as many custom filters as you want by combining the following conditions:

User Inbox

You can create a filter to show all the conversations where a specific user is a participant. To do so, you can select the "User Inbox" option when creating a filter.


The Status field allows you to filter conversations by "Open", "Closed" or "Draft".


Via this option, you can identify conversations that are happening internally between users only, and those that include external recipients such as claimants, clients and suppliers.

Replies and Follow-ups

This field allows you to identify all conversations that have been sent from Claimable but have not yet got any replies or follow-ups.


This allows you to specify whether the conversations are pinned or not.


This allows you to specify whether any messages in a conversation contains file attachments.


This allows you to specify whether the conversations are linked to a claim or not.

Created By

This allows you to filter conversations by the user who created them.

Has Label

This field allows you to filter conversations by one or more labels applied to them. If you add multiple labels to the filter, you can toggle between all and any, to specify whether all labels specified should be on the conversation or not.

Labelling Conversations

Labels are like tags or folders and are a great way to categorise and drive attention to the status of a conversation. Labels can be personalised and there is no limit on the number of labels you can create and apply to a conversation.

We have created three default labels, "Complaint", "Feedback" and "Urgent" to help you classify conversations. However, these are totally customisable and you can add as many labels as you want.

Creating a Label

You can create and edit labels in the main Messages list, from the Labels tab.

Applying a Label

You can apply a label to a conversation by clicking on the conversation in question and opening the viewer. From here, you can apply labels by clicking on the label icon near the top left, above the first message in the conversation.

Exporting Conversations

Once you have organised your Messages you may want to export a specific filter or label in CSV or XLSX format. To do so, select the filter or label you wish to export and click on the "Export" button.

Scheduled Exports

Claimable allows you to schedule exports that will be automatically delivered to your inbox either daily, weekly or monthly.

To create a scheduled export, select a filter or label from the sidebar and click on the "Export" button. From the export popup, click on "Schedule".

You will be prompted to choose a frequency for your schedule. The choices are daily, weekly or monthly. If you choose weekly you can specify a day of the week (e.g. Friday) and if you choose monthly you can pick a specific day of the month (e.g. 1st) or the "last day", which takes into account the number of days in each month.

TIP: To avoid receiving empty exports, check the "Skip empty exports?" option. Claimable will not send any exports that yield zero rows.

Finally, click "Add Schedule" to save your schedule, which will take effect on the next day that matches your chosen schedule frequency.

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