What Conversation Views Do
A Conversation View saves selected inbox filters as a reusable view. Instead of rebuilding filters each time, users can click a saved view to see matching conversations immediately. Views created by a user are private by default. Admins can share views with other users.
Key Benefits of Conversation Views
Conversation Views help teams organize and monitor inbox work.
Benefits include:
Speed: Switch between common filters without rebuilding them.
Consistency: Use the same filter criteria across repeat review tasks.
Focus: Keep high-priority conversations separated from general inbox activity.
Scalability: Allow admins to share useful views with teammates.
Create a Conversation View
To create a Conversation View:
Go to Conversations.
Open the Views section in the left panel.
Click Create view.
Name the Conversation View
Give the view a clear name that explains what it filters.
Examples:
Channel - Email
Assigned to Me
Mention Me
High Intent Leads
Unassigned SMS
Use short, descriptive names so users can understand the view without opening its settings.
Add Filters to the View
After naming the view, choose the filter criteria.
Example setup:
Select Last Message Channel.
Set the condition to Is.
Select Email.
This creates a view that shows conversations where the last message channel is Email.
Use Dynamic User-Based Filters
For shared team views, use Logged In User when the filter should apply dynamically to whoever opens the view. Supported dynamic filters include:
Assigned To
Followers
Mentions
Example: A shared “Mention Me” view can use Mention → Is → Logged In User. Each teammate who opens the shared view will see conversations where they are mentioned.
Combine Multiple Filter Conditions
Conversation Views can use multiple filter conditions. Use AND when all selected conditions must match. Use OR when any selected condition can match. Common filter types include:
Assigned
Follower
Mention
Last Message Direction
Last Outbound Message Type
Last Message Channel
Tags
SLA
Save the Conversation View
After adding the filter criteria:
Review the view name.
Confirm the filters are correct.
Click Create view.
The saved view appears under the Views section for quick access.
Open a Saved Conversation View
To use a saved view, click the view name under Views. The inbox updates automatically to show conversations that match the saved filters.
Edit, Share, or Delete a Conversation View
Open the view menu to manage a saved view.
Available actions may include:
Edit: Change the view name or filters.
Share: Make the view available to other users.
Delete: Remove the saved view.
Admin users can share views with other users.
Common Issues and Fixes
A shared view shows different counts for different users
Shared views respect each user’s permissions and data visibility. Different counts usually mean users have different access to conversations, channels, or tags.
A view does not show the expected conversations
Check the saved filters. Confirm that the conversation matches every required condition, especially when using AND logic.
A view looks outdated
Views update automatically as conversations change. Refresh the page or reopen the view if the results do not appear current.
FAQ
Are my views visible to other users by default?
No. Views are private by default unless an admin shares them.
Do shared views change what a user can access?
No. Shared views respect each user’s existing permissions and data visibility.
Is there a limit to how many views I can create or share?
No. There is no stated limit on the number of Conversation Views you can create or share.
Do Conversation Views update automatically?
Yes. Conversation Views update automatically as conversations match or stop matching the saved filters.
Why do teammates see different counts in the same shared view?
Different counts usually happen because of user permissions or different access to conversations, channels, or tags.
Can an admin stop sharing a view later?
Yes. Admins can open the view menu and update sharing or remove shared access.