# Folders

> How to group conversations into coloured folders shared with the staff: create, open, move, mark as favourite, dissolve, and what you cannot do.

Last updated: 23 October 2026. Source: https://narciso.io/en/docs/cartelle/

Folders are used to keep conversations tidy, for example «Fornitori» (Suppliers), «Da richiamare» (To call back) or «VIP». They are **shared by all the staff**: a folder created by a colleague is visible to the others, and moving a conversation into a folder moves it for everyone.

The basic rules:

- a conversation is in **one folder only**;
- folders **do not nest**: there are no folders inside folders;
- each folder belongs to **one location**: it is created in the location you are working in, and conversations of a channel shared between several locations are in a folder only for that location ([Locations map and active location](https://narciso.io/en/docs/mappa-sedi/));
- moving into a folder a client who writes on several channels moves **all their chats** together ([The conversation list](https://narciso.io/en/docs/elenco-conversazioni/)).

## Creating a folder

A folder is born **with at least two conversations already in it**: there is no empty «Nuova cartella» (New folder) button. There are two ways.

**With the keyboard**

1. Select two or more conversations with **Shift+click** on the rows.
2. Press **Ctrl+G** (on Mac **Cmd+G**).
3. The creation row appears at the top of the list and the chosen conversations disappear from the list while waiting for the name.

**By dragging**

1. In the main list (not inside a folder) **drag a conversation onto another one**: the destination row is highlighted with a dashed light-blue outline.
2. Release: the creation row appears. If several rows were selected and you drag one of them, all the selected ones go into the folder.
3. Inside a folder this second way does nothing, because folders do not nest.

### Name and colour

The creation row has a coloured square on the left and the **«Nome cartella...»** (Folder name...) field on the right, already ready for typing.

- **Name.** From 1 to 60 characters. Press **Invio** (Enter) or click somewhere else: the folder is also created when you leave the field with the mouse. If the field is **empty** the creation is cancelled and the conversations go back to the list. The Esc key does not cancel.
- **Colour.** Click the coloured square: a palette of **24 colours** opens with an **OK** button. Choose a colour (the chosen one has a dark border) and press OK: the cursor goes back to the name. After OK the colour can no longer be changed for this creation. If you do not choose any, the program assigns one **at random**.

The folder appears **at the top** of the list with the number of conversations inside it, and the conversations are moved into it.

> **Note.** The folder is created in the **active location**. A Titolare (owner) who has not chosen any location, when trying to create a folder, sees the red notification «Impossibile creare la cartella» (Unable to create the folder) and the conversations stay where they are: choose the location first ([Locations map and active location](https://narciso.io/en/docs/mappa-sedi/)).

If the folder is created but moving a single conversation does not work, **no warning appears**: that conversation stays in the main list. After creating a folder it is worth checking that all the conversations are inside.

## What a folder row looks like

- A rounded square in a light tint of the chosen colour, with the folder icon in the full colour at the centre.
- The **name** in bold and, on the right, the **time of the folder's last update** (hours and minutes).
- Below, **«N conversazioni ·»** (N conversations ·): how many conversations it contains, counted on the total and not only on those already loaded on screen.
- The **red number** of unread messages across all the conversations inside it.
- If the folder is a **favourite**, the icon is a folder with a small heart.

Folders sit **above** the conversations in the main list.

## Opening a folder and moving conversations

| Action | Result |
|---|---|
| **Click** on a folder | Opens it: the title becomes its name and the list shows its conversations; the search is reset. The conversation open on the right **stays open** |
| U-shaped arrow **«Indietro a Tutti»** (Back to All) | Goes back to the main list |
| **Drag** one or more conversations **onto a folder** | Moves them into the folder (which is highlighted with a dashed light-blue outline). If you drag a row that is part of a selection, **all** the selected rows are moved |
| Inside a folder, **drag a conversation onto the U-shaped arrow** | Takes it out of the folder and puts it back in the main list |
| **Drag a folder onto another one** | Merges them: the conversations of the dragged folder go into the destination one |
| **Shift+click** on a folder | Adds it to the selection, to then dissolve or delete the folder |

To move a conversation it does not need to be open. If a move does not work, after a few moments the column realigns with the real data and the row goes back where it was.

When you merge two folders, it is worth checking after a few moments that the dragged one has disappeared: if it contains many conversations, only those already loaded on screen are moved.

**A folder that stays empty deletes itself**: when the last conversation leaves a folder (moved elsewhere or deleted) the program deletes the folder. If you are right inside it, the title goes back to «TUTTI» (ALL) and the list is empty: press the U-shaped arrow to leave.

## Favourite folders

When you hold the mouse over the **icon of a folder**, a dark veil with a **white heart** appears:

- **Empty heart** (folder not a favourite): one click makes it a favourite; the heart turns red and pulses for a moment, then the icon becomes a folder with a small heart.
- **Crossed-out heart** (folder already a favourite): one click removes it from the favourites.

Favourite folders **do not move to the top**, but **stay visible even when you do a search** that does not match their name ([The conversation list](https://narciso.io/en/docs/elenco-conversazioni/)). The favourite mark is **shared** with the staff. Clicking the heart does not open the folder.

## Dissolving or deleting a folder

Deleting a folder **does not delete the conversations**: they go back to the main list. There are three ways, valid for all roles:

1. **Shift+click** on the folder (you select it without opening it) and then a click on the U-shaped arrow **«Rimuovi cartelle e sposta in Tutti»** (Remove folders and move to All): the folder disappears immediately, **without confirmation**.
2. **Drag** the folder onto the U-shaped arrow.
3. With the **bin**: select the folder and press the bin. The confirmation says, for example, «Eliminare 1 gruppo e 0 conversazioni?» (Delete 1 group and 0 conversations?) (in the confirmation, folders are called **gruppi**, groups).

> **Warning.** If the selection also includes **conversations**, the bin really deletes those: see [Muting, banning and deleting a conversation](https://narciso.io/en/docs/gestire-conversazioni/). To dissolve only the folder, use the U-shaped arrow.

## What you cannot do

- **Rename** a folder or **change its colour** after creation: you have to dissolve it and create it again.
- Create an **empty** folder or one inside another folder.
- Change the **order** of the folders.
- Creating two folders with the same name is possible: the program does not prevent it.

## What to do if...

| Situation | What to do |
|---|---|
| Ctrl+G does nothing | At least two rows selected with Shift+click are needed; with only one, or with the mouse outside the column, the selection is lost |
| I created a folder and a conversation is missing | That conversation was not moved: drag it onto the folder |
| «Impossibile creare la cartella» | Check that you have chosen a location and that the name does not exceed 60 characters, then try again |
| I want to change the name or colour | Dissolve the folder with the U-shaped arrow and create a new one |
| The folder has disappeared | It was left with no conversations and the program deleted it |

## Related entries

- [The conversation list](https://narciso.io/en/docs/elenco-conversazioni/)
- [Muting, banning and deleting a conversation](https://narciso.io/en/docs/gestire-conversazioni/)
- [Comunicazioni](https://narciso.io/en/docs/comunicazioni/)
- [The chat in the side menu](https://narciso.io/en/docs/minichat/)