Saved Views
The Saved Views feature stores conversations that meet specific criteria as a list that opens with a single click: "Open requests from VIP customers" or "Messages received via WhatsApp…"
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A saved view stores conversations that meet specific criteria as a list that opens with a single click, such as “Open requests from VIP customers” or “Unassigned chats from WhatsApp.” Your team can open these lists from the “Views” block in the inbox panel. Creating and editing views requires administrator privileges.
- Saved ViewsList views, add a new one
- InboxThe panel where views open
- TagsTags you will use in the conditions
- GroupsTo grant access to a group
Where are the views displayed?
When you click the Inbox icon in the left menu, a panel opens that contains a section titled “Views” below the system sections (such as your Inbox, Unassigned, and All). The saved views you have access to are listed here. When you click on one, the conversation list is filtered according to that view’s criteria and displayed in the sort order selected in the view; any open conversations remain open.
- Counters are not displayed in the Views block; counters are located in the system sections.
- If there are no registered views available, the block will not be drawn.
- Views that come with the product and perform the same functions as the system sections of the inbox are not displayed a second time in the block.
1. Creating a View
- Open the list — Go to Settings › Administration Area › Saved Views and click the Add View button.
- Name it — Fill in the Name field on the View Information card; select an icon from the icon selector at the top of the field that your team will recognize at a glance. Add a Description if you’d like.
- Set up conditions — Add the conditions for calls to appear on the Conditions card (see below).
- Select Access — Specify who can view the access card.
- Select a sort order — On the Sorting tab, select a sorting criterion and either Ascending or Descending order.
- Save — Click the Create button. The view will appear in the inbox panel of everyone with access.
2. Terms and Conditions
There are two groups on the Conditions tab:
- "All" group: For a conversation to appear in the view, it must meet all the conditions in this group.
- Any of the following group: If you add a condition to this group, the conversation must meet at least one of these conditions.
If a group is empty, the screen displays "No conditions yet — this group applies to every call." Fields you can use as conditions:
- Status → Open, Pending, Closed, or Locked status category
- Type → Request or Chat
- Channel → The channel from which the message came (WhatsApp, Instagram, live chat, email, and others)
- Tags → Tags attached to the conversation
- Assigned → A specific representative, (Current user) or (Unassigned)
- Group → The team group to which the conversation belongs
- Customer → A specific customer
- Creation Date, Last Update, Closure Date → Date Range
The "Assigned to" (Current User) condition works based on the person opening the view: a single "Open Requests Assigned to Me" view shows each agent their own cases.
In the field list, the "… hours elapsed since" fields, the customer's country, and custom attributes are also visible; however, these fields are not currently applied as saved view conditions, and the list will not be filtered based on them when they are added. After saving the view, open it from the inbox and check the results.
3. Access
There are three options in the "Who has access" list:
- Any representative — Anyone on the team can open this view.
- View owner only — The view appears only on your dashboard.
- Representatives in a specific group — You can view the members of the group you select from the list of groups with access.
The "Available for" column in the list shows who can view each view.
4. Sorting, Editing, and Deleting
- Order: You can reorder the views by dragging the handle at the beginning of a row in the list. This order is specific to you, and the Views block in the Inbox panel follows the same order. Dragging is disabled when search or column sorting is active.
- Editing: Select "Edit" from the "Actions" menu for the line, then click "Save" after making your changes.
- System views: System-tagged views come with the product; their conditions and access cannot be modified or deleted. However, you can still change their name, icon, sort order, and columns.
- Delete: Actions › Delete removes the view from everyone’s panel.
Frequently Asked Questions
I created the view, but I can't see it in my inbox
Check the access settings: If only "Viewer" is selected, the view is visible only to you; if "Representatives in a specific group" is selected, it is visible only to members of that group.
Can agents create their own views?
The View screen is located in the administration area and requires administrator privileges. Representatives can open and use views, but cannot create them.