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 organised, it is essential to utilize specific views to filter through and display conversations that the team needs to focus its attention on.Using customised views, you can categorise 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) available for you to access. This will also show you the number of conversations in each of these views.

Default views

The labels in default view and custom views in the Conversation Status enhance the customer requests categorisation process making it easier for agents to keep track of their workload and prioritise 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 that have been assigned to any agent in your team. 

  • All Resolved : All resolved views lists all the resolved conversations.

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



Custom Views

You can also create any custom views based on your requirements. In case a conversation has been resolved, every agent will have access to previous messages and can learn what conversations have taken place previously. 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
    • only show 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