Create and Share Custom Conversation Views

If you regularly filter your inbox the same way — say, "all unassigned live chats" — you can save that as a named view instead of rebuilding the filter every time you need it.

Creating a view

1. Go to Conversations > Views and click + Create View.
2. Give it a clear, descriptive name, like "Channel - Email" or "Unassigned Live Chats."
3. Apply the filters you want — assignee, channel, tags, SLA status, message direction, or any combination.
4. Combine multiple filters with AND/OR logic as needed.
5. Click Create View to save it.

Sharing a view with your team

Views are private by default. To share one:

1. Open the view's menu.
2. Select Share.
3. Choose which team members should have access. Sharing a view is an admin-only action.

Shared views still respect each person's normal permissions — someone won't see a conversation through a shared view that they wouldn't otherwise have access to. Admins can unshare a view or remove specific people from it later.

Keeping views current

A saved view automatically updates as conversations change — you don't need to refresh or rebuild it. Any conversation that newly matches the filter criteria will simply appear in it.

Why this is useful

Custom views turn a one-off filter into a standing tool your whole team can use — a dedicated queue for a specific channel, a specific rep's assigned conversations, or anything else you check regularly.