Views organize conversations by status so your team can prioritize what actually needs attention, instead of scrolling one long list. Here's what each one means and when to use it.
Built-in views
- All Conversations : everything, regardless of status. Use it when you're not sure what state a conversation is in, or need the full picture.
- Open : needs attention right now, a customer is waiting or action is required. This is where your team works from day to day.
- Snoozed : set this when you're waiting on something (a customer's reply, an internal follow-up) and want it off your plate for now. There's no timer, snoozing doesn't set a wake-up time, so check back on this view yourself rather than expecting a reminder.
- Resolved : the issue is fully handled, no further action needed.
- Spam : junk, kept separate from your real queue.
These five can't be renamed, edited, or deleted.
What moves a conversation between views
- A new conversation always starts Open.
- A customer reply reopens a Resolved or Snoozed conversation back to Open, with the same assignee. A reply never reopens Spam.
- Resolving, snoozing, or reopening never changes who a conversation is assigned to.
- Otherwise, moving between statuses is manual, there's no automation or time-based rule doing it for you.
Custom views
Any view your team has created shows up below the built-in ones, in whatever order they've been arranged. Each shows a live count badge (caps at 99+) and can be dragged to reorder.
See Creating, editing & deleting views for how to build one.
Personal vs. shared
- Shared : visible to the whole team.
- Personal : visible only to you.