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.
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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
Custom Views allow you to create filtered views of your Conversations Inbox with your preferred list of filters. For example, you can create a view to specifically show all conversations waiting on your customers.
Custom views can be created with default conversation properties such as Topics, Conversation Status, Groups, and Agents. Additionally, you can now create custom views with custom conversation properties as filters.
Note: The option to create custom views with custom conversation properties is currently available only to customers who signed up for Freshchat or Freshdesk Omni after July 29, 2024. For customers who signed up before this date, the feature can be enabled on request. Please contact Freshchat Support for accesss to this feature.
To create a custom view:
- Click on the hamburger icon to expand the list of views.
- Click New Custom View.
- Enter the View name and description.
- From the list of default Conversation Properties, choose the filter option you want to include in your custom view and add the corresponding values. The options are:
- Topics
- Conversation Status
- Groups
- Agents
- To add custom conversation properties as filters, click New conversation property and select the options you want to include in the view.
- Choose the preferred value for the conversation property added.
- Click Save.
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.
Inbox List View
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 [email protected] for more details.
4. How many conversations can I select in bulk?
5. I checked my Inbox view; the chat count is not updating or shows 0 chats for all the views
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
