Views and 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. “Active conversations assigned to my team where the SLA is breaching.” “Done conversations from last week tagged refund.” “Untagged conversations older than three days.”
Building those filters from scratch every morning is a chore. Saved views fix that. Build the filter once, save it as a view, switch to it with one click whenever you need it.
What a view is
A view is a named, saved filter preset on the conversation list. It captures:
- Which tab (Alia / Active / Snoozed / Done)
- Filter combinations (team, agent, tag, channel, customer tier, SLA, custom field, etc.)
- Sort order (Updated / SLA Priority / Last contact message; ascending or descending)
- Optional search term
When you switch to a view, the list reconfigures to match. Switching to another view (or back to the default tab) restores its own configuration.
Common views worth saving
- My queue — Active + assigned to me — Daily focus — your work, nothing else
- My team’s queue — Active + assigned to my team — Team-lead overview
- At risk — Active + SLA priority high — What’s about to breach
- Untagged — Active + tag is empty — Cleanup target — these need triage
- Stale — Active + last update > 7 days — Stuck — need a nudge or a Done
- Recent VIP — Active + customer tier = VIP — High-touch follow-up
- Refunds today — Done + tag = refund + last update = today — Quick audit before posting refunds
- Bug reports — Tag = bug + status = Active — What engineering needs to see
The right list is yours. People who do triage save different views than people who handle escalations.
Where views are stored
Views are saved per user, per list (conversations or cases). They persist across sessions and devices — sign in on a different machine and your views follow you.
A user’s views are private to that user. If you want to share a view with the team, share the filter recipe in writing or build the same view side-by-side. There’s no “share view” button at this time.
Switching views
The saved views appear as chips above the conversation list. Click a chip to apply it. Click again or click another chip to switch.
The currently active view is highlighted. Clearing all filters returns to the default tab.
Editing a view
To update a view:
- Apply it
- Adjust filters until they match what you want
- Save (overwrite)
You can also rename or delete a view from the same chip menu.
Views vs. ad-hoc filters
You don’t have to save every filter combination — sometimes you just want to look at one slice for ten seconds. Views are for filter combinations you reach for repeatedly. Use ad-hoc filters when you don’t.
A good rule: if you’ve built the same filter three times this week, save it.
What views don’t do
- They don’t notify you when matching conversations arrive — they’re just stored filters, not subscriptions. If you want notifications on incoming work, use Monitor instead.
- They don’t bulk-act — they show you a slice. To act on the slice, use bulk actions on the filtered list.
- They don’t change your role permissions — you still see only conversations your role can access.