Your inbox, laid out your way

A view is a saved set of filters, plus a choice about how the results are grouped. Every entry in your sidebar is one of these, including the ones Konvo gave you, which means you can open any of them and see exactly how it is built.

Which means most of the views in your sidebar are examples you can learn from rather than fixtures you have to live with.

What the built-in views actually are

Open All tickets and look at the filter bar: Type is Tickets, and Assignee is Not AI, grouped by Type. That second condition is why your inbox looks quieter than your workspace, and it is doing you a favour by showing your work rather than everything.

Open In Automation and it reads differently: Status is Open, and Assignee is AI, grouped by Priority. Same machinery, different question.

So each view brings its own grouping, not just its own filters. That is why moving between them changes the shape of the screen and not only its contents.

Shaping what you are looking at

Three controls sit at the top right of every view.

List or Board. A list reads faster for working through things one by one. A board is better when you are triaging, because you can see the size of each pile.

Group. By Type, Status, Channel, Priority, Language or Sentiment. Grouping by Type gives you the Tasks, Input needed and Open columns. Grouping by Priority gives you a triage board.

Sort. By last activity, which decides whether you are looking at what moved most recently or what has been sitting longest.

Filtering

Add filter builds a condition, and you can stack them. The dimensions are Assignee, Contact, Channel, Priority, Sentiment, Language, Last activity, Created and Category. Add filter group nests conditions when a flat list of ands will not express what you mean.

Saving: update, or branch

Change anything and two buttons appear, and picking the wrong one is the mistake people make once.

Update current view rewrites the view you are standing in, so anyone on your team using it gets your change. Editing shared views is a Manager, Admin or Owner job, so if these buttons are not doing what you expect, check your role.

Save as new view leaves the original alone and adds yours to the sidebar. This is almost always what you want the first few times.

Neither happens on its own. If you change filters and navigate away, or press Esc, nothing is kept.

Your own views live under Shared, which the whole team sees, or Private, which only you do. Keep a view Private while you are still deciding whether it is any good, and move it to Shared once it describes work the team should be doing rather than a hunch you were following.

The views worth building first

Not a copy of what you already have. Build the ones that answer a question you keep asking:

• Angry and waiting. Sentiment negative and nobody assigned. This is the view that saves accounts, and it is usually short enough to clear before lunch.
• One language, one person. If someone on your team handles French, that filter is their whole working day.
• What the AI keeps handing back. Assignee is not AI, filtered to a Category you are watching. A growing pile here is a gap in what your agent knows, which makes this view a to-do list for teaching it rather than a complaint about it.