Shared conversation views

A shared view shows conversations matching saved filters. It can be visible to all agents or a selected team.

Create a shared view

1. Open Admin > Conversations > Shared views (/admin/conversations/shared-views).
2. Click New shared view and enter a Name.
3. Under Filters, add conditions and groups. Choose whether a group requires all conditions or any condition to match.
4. Set Visibility to All agents or Team. Select the intended team for a restricted view.
5. Click Create.

Available fields include status, priority, assigned team or agent, inbox, tags, dates, contact fields, SLA policy, and channel. Use related conditions in a group to express alternatives without changing the rest of the filter.

A view controls what is listed. It does not assign conversations, change their status, or run automation actions. Use an automation rule for those changes.