Overview
Custom Views bring flexibility and personalization to your Conversations Inbox. These saved, filtered views allow you to organize and access conversations based on your specific needs. Unlike System Views, which are preset and cannot be edited, Custom Views let you define and save filters tailored to your unique workflows.
For more information on System Views and their functionality, see the Conversations Inbox article.
By saving frequently used filters, you can streamline navigation and reduce time spent searching for conversations. With options to customize access and visibility, you can ensure that the right views are available to the right people on your team.
Key Features
Save Filters for Reuse
Easily access frequently used filters by saving them as a view.
Custom Titles + Descriptions
Titles and descriptions help you identify and select views.
Restrict Access
Decide who can access and edit each view by assigning it to individuals or teams or leaving it public.
Adding + Managing Custom Views
Custom Views allow you to save pre-configured filters for quick access and tailor your inbox to specific workflows. Where you can add or manage Custom Views depends on your permissions:
Admins (Administer Conversations Permission):
✅ Can add and manage Custom Views through Conversation Settings and the Advanced Filter Sidesheet.
Users (Access Conversations Permission):
✅ Can add and manage self-created Custom Views directly via the Advanced Filter Sidesheet (funnel icon).
✅ Can manage Custom Views that are explicitly restricted to them and created by another user.
❌ Cannot modify public views (views without restriction).
❌ Cannot adjust Restrict To settings.
The following sections provide step-by-step instructions for adding, editing, and managing Custom Views using both methods:
Method 1: Conversation Settings
Adding a New Custom View
Adding a New Custom View
Navigate to Engagement > Conversations > Settings.
Under the General tab, scroll to the Conversation Views card (bottom of the page).
Click + Add Conversation View (the New Conversation View sidesheet will open).
Configure the settings and filters (see below for descriptions).
Click Save in the top right corner. The new view will become active immediately.
Editing or Deleting Custom Views
Editing or Deleting Custom Views
Navigate to Engagement > Conversations > Settings.
Under the General tab, scroll to the Conversation Views card (bottom of the page).
Locate the view you wish to edit or delete.
Click the three vertical dots at the end of that view’s row.
Select Edit to open the sidesheet and make changes. Click Update when finished.
Select Delete to remove the view. You’ll be prompted to confirm the action, as it is permanent.
Method 2: Advanced Filter Side Sheet
Adding a New Custom View
Adding a New Custom View
Navigate to your inbox: Engagement > Conversations > All Conversations.
Click the funnel icon to open the Advanced Filter Sidesheet.
Select the filters you want to apply to your new view.
Scroll to the Conversation Views card at the bottom of the side sheet. Configure the settings (see below for descriptions).
Click the Create Conversation View button at the bottom of the side sheet.
Editing or Deleting Custom Views
Editing or Deleting Custom Views
Navigate to your inbox: Engagement > Conversations > All Conversations.
Select the custom view you wish to edit or delete from the dropdown menu.
Click the funnel icon to open the Advanced Filter Sidesheet.
Make changes to the filters or settings as needed, or delete the view:
Edit the View: Adjust the filters or settings, then click Update Conversation View at the bottom of the side sheet.
Delete the View: Click the Delete Conversation View button at the bottom of the side sheet and confirm the action.
Custom View Settings
The settings for Custom Views are consistent across both Conversation Settings and the Advanced Filter side sheet.
Here is an explanation of each setting:
View Name: Choose a short, descriptive name.
Description: Add a concise description to help identify views from the inbox. The description appears directly under the name in the view dropdown menu.
Restrict To: Assign specific users, teams, or both. Leave blank to make the view public (only admins can edit public views).
Filters: Select the filters you want the view to apply.
For a detailed list of available filters, see the Filters section of the Conversations Inbox article.
Applying a Custom View
To Apply a Custom View:
Navigate to your inbox: Engagement > Conversations > All Conversations.
Click the “Select View” dropdown at the top of the inbox.
From the list, select the custom view you wish to view. The conversation inbox will dynamically update based on the filters for that view.
To Edit Filters for a Selected Custom View:
With a custom view selected, click the funnel icon.
Adjust the filters as needed.
Then, you have two options based on your desired outcome:
Do Not Save Changes
To apply the updated filters without saving them to the view, click Apply Filters in the top-right corner of the sidesheet.
Save Changes to the View
To update the view with the adjusted filters, click the Update Conversation View button at the bottom of the side sheet. The custom view name should automatically be selected in the Conversations View card.
Important Note for Users with “Access Conversations” Permission
Users with this permission can add, edit, and delete Custom Views they’ve created.
They can only edit Custom Views if explicitly included in the “Restrict To” setting or if the view is self-created.
They cannot modify public Custom Views (no restriction set).