> ## Documentation Index
> Fetch the complete documentation index at: https://docs.keloa.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Custom inbox views

> Save the filter you keep typing — once, with a name and an icon, in your left rail.

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.

<Note>
  Custom views are available on the **Business** plan and above (paywall key `tickets.create_custom_view`). Lower plans use the built-in filters.
</Note>

## 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.

## 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.

## Recipes

A few that teams set up on day one:

| Name                 | Filter                                                    |
| -------------------- | --------------------------------------------------------- |
| **VIPs unanswered**  | tag `vip` AND status `open` AND first\_response\_at empty |
| **My open in NL**    | assignee `me` AND status `open` AND language `nl`         |
| **Refunds queue**    | tag `refund` AND status `open`                            |
| **AI escalated**     | AI state `escalated` AND status `open`                    |
| **Today's resolved** | status `resolved` AND resolved today                      |

## 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**.

## 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).

## 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](/settings/assignment-rules). 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.

## Related

<CardGroup cols={2}>
  <Card title="Tags & filters" icon="tag" href="/inbox/tags-and-filters">
    The fields you'll filter on most.
  </Card>

  <Card title="Assignment rules" icon="shuffle" href="/settings/assignment-rules">
    Auto-route incoming work to the right teammate.
  </Card>
</CardGroup>