Custom inbox views

The built-in inbox filters cover the basics (All, Mine, AI, SLA, Resolved). When your team needs something more specific — “VIPs assigned to me, unanswered over 1 hour” — save it as a custom view. It lands in the left rail right next to the built-ins, ready to click.

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Create a view

1. In the inbox, set up the filter the way you want it — combine channel, tag, assignee, language, status, and so on.
2. Click Save view at the top of the list.
3. Give it a short name (this becomes the label in the rail).
4. Optionally pick an icon to spot it at a glance.
5. Choose Private (just for you) or Shared with workspace (everyone sees it in their rail).
6. Save.

The view now appears under Views in the left rail.

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Filter fields

You can combine any of:

• Channel — webchat, email, WhatsApp, Instagram, Messenger.
• Status — open, snoozed, resolved.
• Assignee — me, anyone, unassigned, or a specific teammate.
• Tags — one or many.
• Priority — urgent, high, normal, low.
• Language — auto-detected from the customer’s messages.
• AI state — handled by AI, escalated, AI off.
• SLA — within 25% of breach, breached.
• Mentions me — internal notes that @-mentioned you.

Combine with AND. For OR-style splits, save multiple views.

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Recipes

A few that teams set up on day one:

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Private vs shared

Private views are yours alone. Use them for personal triage habits. Shared views show up in everyone’s rail under the same name. Use them for team queues — “Sales follow-up”, “Returns queue” — so the whole team works the same buckets. Sharing or unsharing later: open the view → Edit → toggle Shared with workspace.

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Editing and reordering

• Hover a view in the rail → ⋯ → Edit to change filter, name, or icon.
• Drag views to reorder them.
• ⋯ → Delete removes the view (shared views require admin role).

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Pair with assignment rules

Custom views are read-only filters — they don’t change conversations. To route incoming work to the right people, pair a view with an assignment rule. Example:

• Rule: tag = refund → Specialty: returns
• View (shared): Refunds queue = tag = refund AND status = open

The team that owns refunds opens its queue and sees only what it owns.

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