How to Create and Share Conversation Views

What Are Conversation Views?

Conversation Views are customized sets of filters you can save and name within your CRM's Conversations Inbox. Once you define criteria like assignee, communication channel, or tags, you can quickly access that filtered view anytime without reconfiguring the settings. By default, these views are private to you, but administrators can share them with other users.

Key Benefits of Using Conversation Views

• Efficiency: Switch between commonly used filters instantly, saving time on repetitive setup.
• Consistency: Maintain uniform standards for handling priority conversations or unassigned messages across your team.
• Focus: Concentrate on critical interactions, such as those tagged as high-priority or from specific channels.
• Scalability: Enable team collaboration by allowing admins to distribute useful views to multiple users.

How to Create a Conversation View

Follow these steps to set up a new view for your conversations:

1. Navigate to the Conversations section and select Views.
2. Click + Create View to start a new view.
3. Give your view a clear, descriptive name (e.g., "Unassigned SMS").
4. Apply your desired filters. For example, choose Last Message Channel and set it to Is > SMS.
5. Optionally, use dynamic user filters like Assigned To, Followers, or Mentions set to Logged In User to make the view adapt to whoever is using it.
6. Combine multiple conditions using AND or OR logic as needed. Available filters include Assignment Status, Follower Status, Mention Status, Last Message Direction, Last Outbound Message Type, Last Message Channel, Tags, and SLA Response Time.
7. Click Create View to save. Your new view will now appear in the Views list for quick access.

How to Share a Conversation View

To make a view available to other users:

1. Open the menu for the view you want to share.
2. Select Share. Note: Only administrators have the ability to share views.
3. Choose the users or teams with whom you want to share the view.

You can also use the same menu to Edit or Delete a view if needed.

Frequently Asked Questions

Are my views visible to others by default?

No, views are private to you unless an administrator explicitly shares them.

Do shared views override a user's permissions?

No, shared views only display conversations that the individual user already has permission to see, based on their role and access settings.

Is there a limit to how many views I can create or share?

No, there are no limits on the number of views you can create or share.

Do views update in real time?

Yes, views automatically refresh to show conversations that match the saved filters. If the data appears outdated, try refreshing the page or reopening the view.

Why do different users see different counts in the same shared view?

Variations occur due to individual user permissions and access levels to specific conversations, channels, or tags.

Can an admin stop sharing a view later?

Yes, administrators can open the view's menu and unshare it or remove specific recipients at any time.