Save a filter combination

A saved filter — the pop-up that lists them calls them saved views — captures the conditions you set in the filter panel: Quick Filter, Date Range, Channels, Teams, Agents, Agent Stacks, Tags, Priority, SLA Status, Language, the two Escalation checkboxes, and the Sort by choice. Reapplying it puts those conditions and that sort back in one keypress. Saved filters are personal to your account.

Two things it does not capture:

• The tab. Alia / Active / Snoozed / Done stay where you left them; the saved filter does not switch tabs for you.
• The Alia tab’s Statuses picker, which is deliberately left out of saved views.

Before you start

• A user account that can view conversations (any role with inbox access).
• A clear idea of which slice of the inbox you want to come back to repeatedly.

Steps

1. Open the conversation list.
2. Open the filter panel — click the filter icon in the list toolbar, or press V and then F (All filters…). The panel is headed Filter Conversations.
3. Set the conditions you want. The panel offers:
   Quick Filter — Everything, Unassigned Only, Assigned Only, Mentions
   Escalation — Only escalated from AI and Abandoned in IVR (the second narrows the list to calls where the caller hung up during the IVR)
   Date Range — Anytime, Today, Yesterday, Last 7 Days, Last 30 Days, This Month, Last Month, Custom Range. It matches when each conversation was created, not its latest activity.
   Channels, Teams, Agents, Agent Stacks, Tags, Priority, SLA Status, Language
   Sort by — saved with the filter Under Teams, each team has a Messages row and a Calls row beneath it, so you can scope to one item type. Under Agents and Teams, Unassigned finds conversations with nobody on them; under Agent Stacks the equivalent option is No agent stack.
4. Click Save in the panel header.
5. In the Save Filter box, type a Filter Name and click Save (or press Enter). A “Filter saved” toast confirms it.
6. Saving does not apply anything. Click Apply filters at the foot of the panel when you want the conditions on the list.

Naming filters well

Names that work:

• “My queue”
• “Team queue”
• “VIP today”
• “Stale 7+”
• “At risk SLA”
• “Refunds Q1”

Names that don’t:

• “All Active conversations assigned to me where SLA is breaching…” (too long)
• “Filter 1” (meaningless once you have several)

Rows in the saved-views pop-up truncate, so the first few words have to carry the meaning.

Switching between saved filters

From the conversation list with no conversation open, press V. (With a conversation open the same key applies a macro instead.) The pop-up lists your saved views under the heading Saved views.

• Press the key shown beside a view to apply it. Keys 1 through 0 are handed out automatically, in order, to the first ten views; views past that show · until you give them a key.
• Or move with the arrow keys and press Enter.
• Press E (Edit shortcuts), Enter on a row, then the key you want. Two views swap keys rather than one losing its own; Backspace clears a key; Esc finishes. V, B, F, R and E are reserved and no view can take them.
• F (All filters…) opens the filter panel; R (Clear all filters) clears what is applied now. Clearing returns to the underlying tab.
• Esc closes the pop-up.

The row highlighted in the pop-up is the one your cursor is on, not the view currently applied — the pop-up does not mark which view is in effect.

You can also apply a saved filter with the mouse: in the filter panel, open the Saved filters… dropdown in the header and pick one from My filters, then click Apply filters.

Your shortcut keys are stored with your account, so they follow you to another machine, and a shared view can sit on a different key for each person who uses it.

Changing a saved filter

There is no update-in-place and no rename. To change one:

1. Load it from the Saved filters… dropdown in the filter panel.
2. Adjust the conditions.
3. Click Save and give it a name — this creates a second saved filter.
4. Delete the old one (below) if you no longer want it.

Deleting a saved filter

1. Open the filter panel and pick the filter from the Saved filters… dropdown, under My filters.
2. A Using saved filter: row appears at the foot of the conditions, with a Delete button.
3. Click Delete. It goes immediately — there is no confirmation step — and a “Filter deleted” toast appears.

The view disappears from the V pop-up and its shortcut key is freed. Other people’s saved filters are unaffected; saved filters are private to each user.

Shared presets

Alongside your own saved filters, an administrator can publish tenant-wide Shared Presets under Settings → Views & Filters (it needs the “Manage default views & filter presets” permission). A preset can be left open to everyone or limited with Visible to teams.

Shared presets appear under Shared filters in the filter panel’s dropdown and, in the V pop-up, as rows carrying a people icon. You can apply one but not edit or delete it — it is not yours.

Verify it worked

• Pressing V from the conversation list, with no conversation open, shows the saved view in the pop-up.
• Pressing its key, or selecting it with the arrow keys and pressing Enter, restores the same conditions and the same sort.
• If you saved scoped Teams rows, reapplying the view restores the same rows — the parent team, Messages, or Calls — that you selected.
• Logging out and back in (or signing in on a different machine) preserves it — saved filters are stored on your account, not in the browser.

Patterns

• My morning triage — Agents: your own name.
• Team-lead review — Teams: your team — or just its Calls row if you only own the phone line.
• At risk SLA — SLA Status: At Risk, Breached.
• Unassigned backlog — Quick Filter: Unassigned Only.
• Where I was mentioned — Quick Filter: Mentions.
• Escalated out of AI — Escalation: Only escalated from AI.
• IVR abandons — Channels: Phone. Escalation: Abandoned in IVR.
• Not routed to a stack — Agent Stacks: No agent stack.

Sort order and direction are saved with the filter — the Sort by field in the panel is labelled “Saved with the filter.” A view saved before sort was stored carries none, and applying it leaves you on the sort you are already using. A search term is not part of a saved filter.

Troubleshooting

• Symptom: I saved a filter but it’s missing the next time I sign in. Fix: Confirm you clicked Save inside the Save Filter box. Closing that box with Esc cancels it.

• Symptom: I applied the saved filter but the list did not change. Fix: Loading a filter from the Saved filters… dropdown only fills the panel in. Click Apply filters to put it on the list. (Picking a view from the V pop-up applies it straight away.)

• Symptom: A teammate wants my saved filter. Fix: You cannot share your own. Either send them the recipe in writing, or ask an administrator to publish it as a Shared Preset under Settings → Views & Filters, where it can be scoped to specific teams.

• Symptom: The filter applies, but the list looks wrong. Fix: Saved filters store the conditions you set. If the underlying data has shifted — a tag was renamed, an agent was deactivated — the saved filter may now match nothing. Build a replacement and delete the old one.

See also

• Saved filters
• What is the conversation list?
• Use bulk actions on conversations