Using Views

A View is a named conversation list that saves filters, sort order, visible columns, and column order. Use Views for recurring work: your assigned conversations, urgent requests, or customer follow-ups that need attention.

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Choose the right kind of View

You need permission to read conversations to use Views. Creating or changing personal Views requires personal-view management permission; managing shared Views requires the corresponding administrator permissions. User and Viewer can read existing permitted Views but cannot create, edit, delete, or save their personal order. See Roles and permissions. Available Live Conversations has a separate live-work workflow. It does not use the configurable Search/View editor described here.

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Open and use a View

1. Open Conversations and select the Views tab.
2. Choose a View in the left panel. Its name and saved count help you find the queue; hover over its entry for the description.
3. Review the populated filters. The table opens with that View’s saved columns and sort order.
4. Open a conversation row to work on it. Select a Contact pill to open the contact, or expand a row’s summary to read more.

Use the keyword box, Created and Updated dates, or filter chips to narrow the list. Keyword edits search after a two-second pause; the inline magnifying glass searches immediately. The same manual filter controls are available in Search and Views, including Contact, Organization, Team, Assignment, and include/exclude actions.

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Refine your session or save a change

Changing filters, sort, or columns marks the opened View Modified. These changes affect your current View session. Other Views and Search keep their own settings. The count beside a View in the left panel describes its saved criteria. The count above the table describes your current, possibly modified criteria. Use the table’s Refresh icon to reload results and update relative date ranges. The description/Apply request box is available in the View definition editor. When using an opened View, refine it with the visible controls.

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Create a View

Choose the starting point that suits your work:

• From Search: configure the results, select Save as View, enter a name, and Save. This creates a personal View with the current filters, sort, columns, and prompt text as its description.
• From Conversations: select Edit at the bottom of the Views panel, then Add view to open the personal View creation dialog.
• From My Profile → Views: select Add view, or use an existing View’s pencil action to edit your personal definition.
• From Settings → Views: authorized administrators can add or edit configured Views and choose Personal or Shared scope.

The Views panel’s Edit mode also lets you reorder the list for your own workspace. It does not change another user’s order or open the definition editor for every View. Use My Profile or Settings to edit a View’s name or description.

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Configure the Edit View dialog

The New view and Edit view dialogs use the same editor. You can configure everything manually, use a description to generate the criteria, or combine both approaches.

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1. Set the name, scope, and enabled state

• Name: give the queue a clear purpose, such as “Open work needing follow-up”. A name is required to save.
• Scope: choose Personal for your own queue or Shared for a common queue. Personal-only entry points keep the scope Personal and do not show this selector.
• Enabled: keep it On to make the View available in the conversation workspace. Turn it Off to retain its definition while removing it from the normal list.

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2. Describe the conversations and apply the request

Enter the purpose in Describe the conversations you want to see…. This three-row text area also holds the View’s saved description; there is no separate Description field. For example:

Open conversations created in the past week and not updated in the last hour. Show Conversation, Assigned, Priority and Last Updated. Sort by Last Updated, oldest first.

Select Apply to generate filters and the explicitly requested columns and sort. Review the resulting controls and preview. An explanation appears above the input for five seconds; the info icon beside Apply opens it again. Typing a description does not generate changes until you select Apply. Apply updates the draft and preview; Save persists the View. You can also type a description and configure the filters manually without using generation. Generation uses the same supported controls as Search. Unmentioned controls remain as currently configured. If the request is unsupported or ambiguous, refine the request or select the intended records manually. See natural-language search for examples and limits.

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3. Check dates and filters

New Views start with Created: Last 30 days. Change or remove that range if your queue needs older conversations. Existing Views keep their saved ranges. For the follow-up example, confirm Created: Last 7 days, Status: Open, and Updated: Last hour in exclude mode. Use More Filters for additional criteria. Team refers to the conversation’s team association; use Assignment for conversations owned by an agent or assigned team.

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4. Choose columns and sort in the preview

The preview updates automatically after you apply filters or a generated request. Keyword edits use the same two-second delay as Search. Use Sort to select a column and direction, or select a sortable table header. You can sort by a column even when it is hidden. Open Columns to show/hide columns using the left checkboxes and reorder them with the right arrows. Conversation always remains visible. The icon before Sort refreshes the preview. New Views start with Conversation, Assigned, Status, Priority, CSat, Created, and Last Updated. Add optional columns such as Contact, Organization, Team, Category, Resolved, or Closed when they help explain the queue. These presentation choices are saved per View and do not change Search or another View. Check the preview count and sample conversations before saving. For the example above, every result should be Open, created in the past week, and last updated outside the past hour. A zero count can be correct if no current conversation meets those conditions.

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5. Save and verify

Select Save, then open the View from Conversations. Confirm its filters, columns, sort, and results match the intended queue. Cancel closes the editor without saving the draft. Keep shared View changes coordinated with the people who use the queue.

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Keep Views useful

Review shared queues periodically and disable or delete those no longer needed. Personal Views can help test a proposed queue before an administrator shares it. If a View shows Needs recreation, its owner or an authorized administrator must rebuild it with the current controls and save a replacement. Opening or cancelling the editor preserves the previous definition; conversion is not automatic. Ordinary Views show production conversations; Search can also include test conversations. Counts can differ for that reason. Browse the first 10,000 matches with page controls; narrow the filters for larger lists. Views start at 50 rows per page, while the editor preview starts at 25. Recent updates can take a short time to appear in results. See Views administration for queue ownership guidance and Conversations for working on a selected conversation.