Search queries and filters can be used to further categorize messages. Since your business will generate a large volume of messages, you can use search queries to filter messages meeting certain criteria, or that you want to examine more closely while those messages are being resolved by a team of agents. Depending on how your folders are configured, a message may be accessible from multiple folders.
For example, as a supervisor you want to see only those messages that are opened and assigned to your team. You create a folder in the Inbox, and construct the query opened_and_assigned_to to Team123. The query directs messages that are open and assigned to any of your team members in Team123 into the folder.