Creating, editing & deleting views

A view is a saved filter on the conversation list. Here’s how to build, change, and remove one.

Create a view

Click the + next to Views in the sidebar. This opens the Create view modal.
Set a name and pick an icon.
Choose visibility: Shared (team-wide) or Personal (just you).
Build your filter conditions (see below).
Save with Create view.

Right now, creating a view is limited to Admins and Managers. Agent and Agent+ support for creating their own personal views is coming soon.

Each condition picks a field, an operator, and a value:

Status : what state the conversation is in (Open, Snoozed, Resolved, Spam).
Channel : which channel it came in on (email, chat, WhatsApp, Instagram, Facebook).
Inbox : which inbox it belongs to.
Label : whether a specific label is applied.
Assignee : who it's assigned to.
Last message, Last activity, Created at : date fields.

Equal to / Not equal to : matches, or excludes, conversations with that exact value.
Is assigned / Is unassigned : Assignee only. No value to pick, just whether someone owns the conversation or not.
Between : needs a start and end date.
Before / After : needs just one date.

Add more conditions with + Add. The AND / OR toggle at the top controls how they combine:

AND : a conversation must match every condition to show up. Use it to narrow down, e.g. Status = Open and Assignee = Unassigned shows only unassigned open conversations.
OR : a conversation only needs to match one condition to show up. Use it to broaden, e.g. Channel = WhatsApp or Channel = Instagram shows both channels in the same view.

Hover a custom view in the sidebar and click the ⋯ menu for Edit view or Delete view. Deleting asks you to confirm, it can’t be undone.

Only the view’s owner, or an Admin/Manager, can edit or delete it. Drag any row by its handle to reorder.

Create a view

Click the + next to Views in the sidebar. This opens the Create view modal.
Set a name and pick an icon.
Choose visibility: Shared (team-wide) or Personal (just you).
Build your filter conditions (see below).
Save with Create view.

Right now, creating a view is limited to Admins and Managers. Agent and Agent+ support for creating their own personal views is coming soon.

Filter fields

Each condition picks a field, an operator, and a value:

Status : what state the conversation is in (Open, Snoozed, Resolved, Spam).
Channel : which channel it came in on (email, chat, WhatsApp, Instagram, Facebook).
Inbox : which inbox it belongs to.
Label : whether a specific label is applied.
Assignee : who it's assigned to.
Last message, Last activity, Created at : date fields.

Combining conditions: AND vs. OR

Add more conditions with + Add. The AND / OR toggle at the top controls how they combine:

AND : a conversation must match every condition to show up. Use it to narrow down, e.g. Status = Open and Assignee = Unassigned shows only unassigned open conversations.
OR : a conversation only needs to match one condition to show up. Use it to broaden, e.g. Channel = WhatsApp or Channel = Instagram shows both channels in the same view.