Create View

Creating your view in a filter is helpful when you don't want to apply 'filters' for preferences that you use frequently.

Let's say you check daily for customers whose last messages were unanswered.

Applying the filter daily kills time; if you have a view with the same filter, it cuts down to three-step work (Filter>Select the Created View> Apply & Close).

Create Your Own Filter View

1. Click on the Filter Icon in the right-hand corner of the Customer’s Name section. This will open a menu where you can see the existing filter views and create a new one.

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1. Click on the View Name option and then on Create View.

For example, you can name it ‘Assigned To Me’ if you want to see the customers who have unread messages from you.

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1. Your view will be added to the list of views. You can click on it and then on Add Filter to customize it.

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1. Say you want to see the customers assigned to you; select ‘Assigned to’ in the first box, ‘In’ in the second box, and your name in the third box. This will show you only the customers who are assigned to you.

Different Filters

• Assigned to: You can filter customers based on which agent was assigned to handle the queries.

• User tags: You can filter customers based on the tags you assign to them. Tags are labels that describe the user’s interests, preferences, behavior, or status.

• Conversation status: You can filter customers based on the status of their conversation. For example, you can filter users who have an open or closed conversation.

• Conversation labels: You can filter customers based on the labels you assign to their conversations. Labels are categories that describe the topic or purpose of the conversation.

• Created on: You can filter customers based on the date when they started the conversation.

• Last active: You can filter customers based on the date when they last interacted.

• Is 24hr active?: You can filter customers based on whether they have been active in the last 24 hours.

• Time of user’s last message: You can filter customers based on the time when they sent their last message.

• User’s last message was answered?: You can filter customers based on whether their last message was answered or not.

• Last message read by user?: You can filter customers based on whether they have read the last delivered message.

You can add multiple filter repeating the steps 3 & 4.

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1. Select the sorting option from the Sort by menu.

For example, if you want to see the customers with unread messages, select ‘Unread Message’ in the first box, ‘Is’ in the second box, and 'True' in the third.

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1. Finally, choose how you want the result to be displayed. Say you want it in descending order, so opt for ‘DSC’.

‘DSC’ means ‘descending’, which means the customers with the latest messages will be shown first. You can also choose ‘ASC’ for ‘ascending’, which means the customers with the oldest messages will be shown first.

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1. Click on Apply and Close to see the filtered and sorted customers in your view.

You can create more filter views for different purposes and edit or delete them anytime.

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