How do I save and share Conversation Views?

A Conversation View is a saved set of filters you can open with one click. Instead of rebuilding the same filters every morning, your intake coordinator can open a view like "Unanswered texts" or "Website chats" and get straight to work.

Create a view

1. Go to Conversations, then Views.
2. Click + Create View.
3. Give it a clear name, such as "Channel: Email" or "Waiting on Reply".
4. Add your filters, for example Last Message Channel > Is > Email. Combine filters with AND / OR as needed.
5. Click Create View. The view now appears under Views.

Filters you can save in a view

• Assigned, Follower and Mention
• Last Message Direction (inbound or outbound)
• Last Outbound Message Type (manual or automated)
• Last Message Channel (SMS, email, Facebook, Instagram, website chat and more)
• Tags, such as "High Intent" or "Private Pay"
• SLA response time status, if your account uses it

Build one view that works for everyone

For Assigned To, Followers and Mentions, choose Logged In User as the value. The view then shows each person their own conversations. One shared "My unanswered messages" view works for the whole team.

Share, edit or delete a view (admins)

Open the view's menu and choose Share, Edit or Delete. Admins can also unshare a view or remove people from it later.

Common questions

• Can my teammates see my views? Not unless an admin shares them. New views are private to you.
• Does sharing a view give someone more access? No. Each person still sees only the conversations their user role allows. That is also why two people can see different counts in the same view.
• Is there a limit on views? No.
• Do views update on their own? Yes. If results look stale, refresh the page.

Have a question about your own account? Submit a ticket and our team will follow up.