Saved filters

The conversation list has four built-in tabs: Alia, Active, Snoozed, Done. Most of the time you want a tighter slice than that. “Conversations assigned to my team whose SLA has breached.” “Conversations created in the last 7 days tagged refund.” “Unassigned chat conversations at urgent priority.”

Rebuilding those filters from scratch every morning is a chore. Saved filters fix that. Build the filter combination once, save it with a name, and reapply it later from the saved-views pop-up or the filter panel.

The product calls them both things: the filter panel lists them under Saved filters…, and the keyboard pop-up heads them Saved views. They are the same objects.

What a saved filter is

A saved filter is a named bundle of filter conditions on the conversation list. It captures every dimension the filter panel offers, and nothing else:

• Quick Filter — Everything, Unassigned Only, Assigned Only, Mentions
• Escalation — the two checkboxes, Only escalated from AI and Abandoned in IVR
• Date Range — Anytime, Today, Yesterday, Last 7 Days, Last 30 Days, This Month, Last Month, or a custom start/end pair. Every one of these matches when a conversation was created, not when it was last active.
• Channels — Email, Messenger, SMS, Phone, WhatsApp, Chat, Amazon, Google Business, Trustpilot, Slack, Custom channel
• Teams — including the Unassigned option, and scoped team rows: a whole team, a team’s Messages, or a team’s Calls. Ordinary team selections still behave as before.
• Agents — including the Unassigned option
• Agent Stacks — including No agent stack
• Tags
• Priority — None, Low, Normal, High, Urgent
• SLA Status — On Track, At Risk, Urgent, Breached
• Language
• Sort by — the sort option and its direction. The panel says so under the picker: Saved with the filter.

Older saved views that were created before sort was stored carry none, and keep your current list sort when you apply them.

Two things a saved filter does not capture, even though they sit nearby:

• Which tab you are on. Alia, Active, Snoozed and Done are tabs, not filter conditions. Applying a saved view changes the filters and leaves you on the tab you were already on.
• The Alia tab’s Statuses picker. It only means something on that tab, so it is deliberately left out of saved views.

Common filter combinations worth saving

• My queue — Agents = me — Daily focus — your work, nothing else
• My team’s queue — Teams = my team — Team-lead overview
• My team’s calls — Teams = my team · Calls — The call half of the queue only
• Unassigned — Quick Filter = Unassigned Only — The pile nobody has picked up
• At risk — SLA Status = At Risk — What’s about to breach
• Breached — SLA Status = Breached — Already late
• New this week — Date Range = Last 7 Days — Everything opened in the last seven days
• Refunds — Tag = refund — Quick audit before posting refunds
• Bug reports — Tag = bug — What engineering needs to see
• IVR abandons — Abandoned in IVR — Triage callers who hung up before queue routing — the checkbox already limits the slice to calls
• Escalated from AI — Only escalated from AI — Conversations Alia handed to a human
• Alia review — Agent Stack = Returns, or Agent Stack = No agent stack — Review conversations handled by a specific Agent Stack — or find ones that were not routed through a stack at all

The right list is yours. People who do triage save different filters than people who handle escalations. Agent Stack is a normal saved-filter condition, so you can save it the same way you save team, tag, channel, or SLA filters — not just choose it temporarily in a modal.

Where saved filters are stored

Your own saved filters are stored per user on the server. They persist across sessions and devices — sign in on a different machine and your saved filters follow you. The key each view answers to is stored per user too, so a view can sit on a different key for each person who uses it.

There is no “make this my default” control for your own saved filters, and the inbox does not open on one. It reopens with whatever filters you last had, remembered per browser and per tenant.

Filters your team shares

Your own saved filters are private to you — nothing in the conversation list shares one with a colleague. Shared filters come from the other direction: an admin creates them under Settings → Views & Filters → Shared Presets, optionally limited to particular teams under Visible to teams.

A shared preset then shows up for everyone it applies to:

• In the filter panel’s Saved filters… list, under the Shared filters group, above your own My filters group.
• In the saved-views pop-up, marked with a people icon beside its name.

Shared presets are read-only for agents — you can apply one, but you cannot edit or delete it from the conversation list.

Switching between saved filters

In the conversation list with no conversation open, press V to open the saved views pop-up. (With a conversation open the same key applies a macro instead.) The filter panel takes V too, so you can abandon a half-built filter and jump straight to a view you already have.

From the pop-up:

• Press the key beside a view to apply it. 1 through 0 are handed out automatically, in order, to the first ten views.
• Or move through the list with the arrow keys and press Enter.
• Press F for All filters… — the full filter panel.
• Press R for Clear all filters.
• Press E for Edit shortcuts, then Enter on a row and 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, so no view can take them.

The mouse path is the same list: click the filter icon in the toolbar to open the filter panel, and pick a view from the Saved filters… dropdown in its header.

Clearing filters does not change tabs. Besides R in the pop-up, you can use Clear all in the filter panel, the × on the active-filter strip above the list, or Esc in the list, which clears the filters and confirms with a “Filters cleared” toast.

Updating a saved filter

A saved filter cannot be edited in place, and it cannot be renamed. Saving again under the same name creates a second view with that name rather than replacing the first. To change one:

1. Apply it.
2. Adjust the filter conditions until they match what you want.
3. Save it under a new name.
4. Open the filter panel, pick the old view in the Saved filters… dropdown, and use Delete at the foot of the panel.

Delete only works on your own saved filters. A shared preset has to be changed by an admin in Settings → Views & Filters.

Saved filters vs. ad-hoc filters

You don’t have to save every filter combination — sometimes you only want to look at one slice for ten seconds. Saved filters are for combinations you reach for repeatedly. Use ad-hoc filters for the rest.

A useful rule: if you’ve built the same filter three times this week, save it.

What saved filters don’t do

• They don’t notify you when matching conversations arrive — they are filters, not subscriptions. For surfacing incoming work to a supervisor, use Monitor instead.
• They don’t act on the slice — they show it to you. To act, combine the saved filter with bulk actions.
• They don’t change who can see what. A view is a filter, not an access rule — the conversation list is scoped to your tenant, and a saved view neither widens nor narrows that.
• They don’t capture the tab, the search panel’s query, or the Alia tab’s Statuses picker.
• They don’t always change sort order. A saved view restores sort only when that view includes a saved sort; older views without one keep your current list sort.

See also

• What is the conversation list?
• Save a filter combination
• Use bulk actions on conversations