As a busy agent, your inbox can quickly become swamped with multiple messages from various customer interactions. Managing these messages can be challenging, especially if you are part of a larger team with multiple agents handling customer requests. To streamline your team's efforts and stay organized, it is essential to utilize specific views to filter through and display conversations on which the team needs to focus. Using customized views, you can categorize conversations based on their priority level or status, such as my open, all open and unassigned or assigned, resolved, or bot conversations. By creating custom views that are tailored to your needs, you can easily filter through conversations and take appropriate action.

How to use Views?

  • Click on the name of the view that is currently being displayed. 
  • This will display the list of all the views (default and custom) you can access. This will also show you the number of conversations in each of these views.

Default views

The labels in the default view and custom views in the Conversation Status enhance the customer requests categorization process, making it easier for agents to keep track of their workload and prioritize conversations based on their status. You get five default views when you start using Freshchat.

  • All open and unassigned: The view lists and shows you all the new and unassigned conversations.

  • My open: The view lists all the conversations assigned to you(agent).

  • All open and assigned: The view lists all conversations assigned to any agent in your team. 

  • All resolved: All resolved views list all the resolved conversations.

  • Bot: The Bot view lists all the ongoing conversations that your bots are handling

  • My unresolved conversations: The view lists all the conversations that are not resolved; this could include the open conversations, 'waiting on customer' and 'waiting on internal team'

  • My snoozed conversations: This view lists all the conversations when you marked the conversation as 'waiting on customer' or 'waiting on internal team' and then snoozed the conversation to remind you after some time

  • My unresolved tasks: This view lists all the open and pending tasks (tickets) that are created from a conversation and assigned to you.

  • All threads created by me: This view lists all the conversations that are forwarded to an email


Custom Views

You can also create any custom views based on your requirements. If a conversation has been resolved, every agent can access previous messages and learn what conversations have taken place. An admin can shadow her or his agent and understand who is working on what. 

Agents can define a new custom view by filtering conversations by Topics, Conversation Status, Groups and Agents.

  • Click on the name of the view that is currently being displayed.
  • The sidebar will open up with a list of all active views. The top of the sidebar will have a New Custom View button.


  • You can also choose to
    • Show only Away Conversations so that you can quickly catch up with the conversations that came in when you were Away.
    • Allow the rest of your team to make use of the view so that all of you can quickly pick the conversations you are working on

Conversation Inbox Views 

Two types of views are possible with conversations: Inbox list view and inbox table view. Go to the conversation inbox and get a list view and table view for the conversations.

A. Inbox List View 

B. Inbox Table Views

The inbox table view allows team leaders to review conversations and manage assignments, status, priority, and other conversation properties for one or more conversations. Plus, they can view user-selected conversation details for filtered conversations in a tabular view.

Bulk updates on Inbox Table Views

Agents can also select multiple rows in the inbox table view and perform updates in bulk. These actions include assigning to a group or an agent and updating the status.

Frequently Asked Questions:

1. What is the maximum limit to create an Inbox view?

A maximum of 500 views can be created for the entire account; this includes all the private and shared views of the agents.

2. Can I rearrange the views in Inbox?

Currently, it's not possible to rearrange or drag and drop the default views. However, you can rearrange the custom views you have created.

3. Can I filter the conversations based on date range, conversation properties or contact properties and view them in Inbox?

Currently, this is not possible, but it can be taken up as a feature request for your account; please contact for more details.

4. How many conversations can I select in bulk?

It is possible to select 20 conversations in bulk at a time. By scrolling down the view, you will be presented with the option to load more conversations. This will allow you to choose an additional 20 conversations and increase the limit for updating your conversations.

5. I checked my Inbox view; the chat count is not updating or shows 0 chats for all the views

Whenever a conversation status is updated, or a chat is initiated, the counter will either increase or decrease accordingly. If you have received a chat but the counter has not been updated, kindly reach out to us at for further aid.

6. How to check all unresolved chats of certain groups or agents in my Inbox?

Navigate to All views, select New Custom View, choose the conversation status as open, waiting on internal team and waiting on customer, choose the group name or agent name and click save