​

Views

Views define saved conversation lists. They help agents and teams focus on the right work.

​

Prerequisites

You need administrator permissions to manage shared views. Personal views are managed by their owners from My Profile when tenant role permissions allow personal view management. User and Viewer do not have personal-view management or saved-order permissions. Their customer read access does not enable these features; see Roles and permissions. For a shared public-comment queue, configure Social source > Facebook comments or Instagram comments. Add Team or Status when needed; omit Media = Chat to retain ended sessions. Source labels have no historical backfill or completeness guarantee. See Create a social-source View.

​

Built-in views

CXP includes built-in views such as:

• My Conversations
• Available Live Conversations
• Open Conversations
• All Conversations
• Team views for teams a user belongs to

Built-in views appear before configured shared and personal views. Available Live Conversations has one shared tenant population. Team membership, language and status do not automatically restrict it; users can apply explicit filters. It opens with Created / Last 7 days (UTC) and Created sorted oldest first. Users can adjust or remove that date filter. Language, Assignee, Tags, Target team and Time in queue are hidden by default and remain available in Columns. Owners and Admins see Repair to repair the shared list; Team Leads, Agents, Users and Viewers do not see the button. One repair runs per tenant. Its arrows spin for up to one minute, with an outcome notification at the bottom right; there is no progress dialog or Stop button. See Available Live Conversations. Every team, including All Agents, automatically has a team conversation view; you do not create it in View Management. This team inbox shows Open conversations owned by the team, awaiting manual assignment to an agent. Team notification emails link to this view and to the exact conversation. Agents can personalize the order of visible views for their own workspace. This personal order does not change the built-in, team, shared, or personal view definitions that administrators configure.

​

Shared views

Administrators can create shared views for operational queues such as:

• High-priority open conversations
• Pending customer follow-up
• VIP customer work
• Email conversations waiting on an agent
• Recently escalated conversations

Shared views should be named clearly so agents understand what the queue contains.

​

Shared filter editor — Coming soon

The new View editor uses the same visible criteria as Search. Describe the queue to generate filters and explicitly requested columns and sort, or configure the controls manually. Review the automatic preview before saving a shared definition. Older Views marked Needs recreation require manual rebuilding. See Using Views for illustrated creation and editing steps, personal/shared scope, saved versus temporary changes, and limits. Administrators remain responsible for confirming that a View returns the intended conversations.

​

Preview before publishing

Before saving a shared view:

1. Confirm the name is clear.
2. Confirm the description explains the queue.
3. Preview the count and sample rows.
4. Check that filters do not expose irrelevant work.
5. Save only when the view is useful for repeated operations.

​

Maintenance

Review shared views periodically. Delete or disable stale views so agents are not choosing from outdated queues.