How to Filter and Search for Feedback

Created by Team Momos, Modified on Tue, 30 Sep at 8:31 PM by Team Momos

In the Inbox, you can manually scroll through feedback. Entries are automatically sorted with the latest feedback first.

To make finding specific feedback faster, Momos provides multiple filtering options and an AI-powered search bar. These tools let you organize, narrow down, and quickly locate the feedback you need.

There are 3 ways to search and filter for feedback:

Basic Filters - quick access to commonly used filters
Sidebar Filters - more advanced options for narrowing down results
Search Filters - an AI-powered search bar for keywords and specific queries

Basic Filters

At the top of the Inbox page, you’ll see colored progress buttons showing resolved feedback out of the total. These buttons are clickable and will filter feedback:

		Green = Good job
		Yellow = Keep going
		Orange = You’re doing great
		Red = Great start

The Basic Filters allow you to organize feedback quickly. Expand each option below to see how it looks on the page.

Type - Reviews, Surveys, Messages, Cases

Use this filter to narrow down feedback by type (Reviews, Surveys, Messages, or Cases). You can select multiple filters at once, and click them again to remove them from your selection.

The GIF below shows how to select and apply the Type filter.

Star Rating - 1 star, 1 to 3 stars, 4 to 5 stars

Quickly filter reviews and surveys based on customer ratings (1 star, 1 to 3 stars, or 4 to 5 stars). Similar to the type filter, you can select multiple filters at once, and click them again to remove them from your selection.

Watch the GIF to see how to apply star rating filters.

Reply Status - Replied, Unreplied

This filter helps you find feedback that’s already been replied to, or those still waiting for a response.

See the GIF below for how to switch between replied and unreplied feedback.

Assigned to You - Feedback specifically assigned to you

Focus only on feedback that has been directly assigned to you.

Check out the GIF for how to view your assigned items.

Winback - Eligible, Contacted, Responded, Offer Shared, Wonback

Use this filter to track the different stages of the winback process, from identifying eligible customers to those who have successfully redeemed an offer. You can also select multiple filters at once, and click them again to remove them from your selection.

Winback Eligible: Shows customers who provided a 1–3 star rating and are eligible to receive a winback form.
Customer Contacted: Shows feedback where the customer has been contacted and sent the winback form.
Customer Responded: Shows cases where the customer responded to the form and submitted their details.
Offer Shared: Shows cases where a voucher was sent after the customer completed the form.
Wonback: Shows customers who accepted the voucher.

For a step-by-step process, check out: Handling Negative Feedback

The GIF below demonstrates how to apply the Winback filter.

Resolution Status - Resolved or Unresolved

Easily separate resolved feedback from items that still need your attention.

See the GIF for how to toggle between resolved and unresolved feedback.

The Sidebar Filters provide more detailed options for narrowing down feedback. Compared to Basic Filters, they offer greater flexibility and are grouped into three main categories: Basic Settings, Timeline Settings, and Collaboration. Additional filter options are also available at the bottom.

Expand each category below to see how it looks on the page.

Basic Settings

In addition to all filters available in Basic Filters, you can also filter by:

Brand Name
Brand Location
Reviews with Text (Feedback with written text or just star ratings)
Platform
Pending Status (Auto-Response Only, Auto-Resolve Only, Both or None)
Survey Name
Boosted Reviews
Edited Reviews
Expired Feedback
Date Filter Type (Updated or Created)
Date Range (Updated) - select a custom date range for updated feedback.
SLA Metric

Below these filters, you will also see the Download CSV button. Use this to export feedback within a date range as a CSV file.

The GIF below shows the available options in Basic Settings and how you can access them.

Timeline Settings

Use this filter to sort and organize feedback based on when it was created or updated. You can also refine results by rating, sentiment, or specific category tiers.

Sort Timeline By (Last Updated Date, Highest Rating, Lowest Rating or Last Created Date)
Category Tier (Category Group, Category or Sub-Category)
Sentiment (Positive, Negative or Neutral)

Check the GIF below to see the options under this filter.

Collaboration

Use this filter to organize feedback based on team activity. You can filter by assignee, comments, mentions, or whether feedback is being followed.

Assignee (All Assignees, All Assigned, Unassigned or Choose whoever Feedback Assignee you want to search)
Comments (All, With Comments or With No Comments)
Read Comments (All, Read or Unread)
Mentioned in Comments (All, Mentioned or Not Mentioned)
Followed Comment (All, Comments Followed or Comments Not Followed)

See the GIF below to view the available options under this filter.

Additional Filters

Use this filter to narrow down feedback related to Cases and Stories. You can refine results by Instagram Stories, winback status, case templates, or inquiry types.

Stories (Stories only, Stories included or Stories excluded)
Winback
Case Templates (Choose from any templates available)
Inquiry Type (Choose from available Form inquiry types)

Watch the GIF to see the different options you can access in this filter.

To search for specific feedback, click the Search bar below the Resolved Feedback Progression buttons. This gives you access to the AI-powered Search feature, which makes it easy to find exactly what you’re looking for.

Simply type a keyword in the search bar to refine results. This will return any feedback that contains your keyword, whether it appears in the customer’s name or in the feedback text. For example, searching for Adrian will show all entries where “Adrian” is mentioned.

You can further refine results with the following filters:

Brands - If your business spans multiple brands, use this filter to focus on one specific brand.
Location - For brands with multiple locations, filter feedback to display results from a specific site.
Platform - Organize feedback by source, such as Facebook, Google, Grab, or other connected third-party platforms.
Star Rating - Easily view positive or negative feedback by selecting a star rating (1-5).
Type - Filter by feedback type: Reviews, Surveys, Messages, or Cases.
Created Date - Narrow results to a specific time frame. Choose predefined ranges like Last 7 Days, Last 30 Days, Last 90 Days, or Last 180 Days, or set your own custom range.

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