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Inbox Views are saved filters over the Conversation list. They follow the same Saved View model used across the app, so anything you can do with a database View, you can do with an Inbox View.

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Default views

  • My open: Conversations assigned to you, status open.
  • My team’s queue: Conversations assigned to a team you belong to, status open.
  • Awaiting first response: Open Conversations with no agent message yet.
  • Mentions: Conversations where you’ve been @-mentioned in a note.

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Building a custom view

Open the filter pill bar at the top of the Inbox and add filters by:
  • Channel (email, sms, voice, chat).
  • Assignment (user, group, pool, unassigned).
  • Status (open, snoozed, closed).
  • Disposition / outcome.
  • Linked record (e.g., “all Conversations for Acme Corp”).
  • Time-since (last activity, created, response due).
Save the filter set as a View; share it with your team if you want everyone on the same queue.

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Sorting

Sorts use the same field set. Default sort is “last activity desc”; common alternates are “created asc” (FIFO) and “response due asc” (SLA-driven queues).

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See also