---
title: Custom Views
slug: custom-views
docTags: 
createdAt: 2024-11-20T12:14:01.433Z
---

The **Views** feature in the Inbox allows you to categorize and organize your chats dynamically, enhancing focus and productivity. It provides two key perspectives:

1. **Conversations View: **Organizes chats based on conversation type or status.
2. **Teams View: **Groups conversations based on team assignments.

These views allow users to quickly access relevant chats, ensuring efficient management and collaboration.

# Getting Here

To toggle between Views:

1. Navigate to [Inbox](docId:9qqXrIVVBZHkoN5uJlEK8) from the left-hand menu.
2. Use the options under the **Conversations** or **Teams** headings in the sidebar to switch views.

# Types of Views

## Conversations View

This view focuses on organizing chats by conversation type or status, allowing users to streamline their daily workflow.

- **Key Categories:**
  - **Open:** All active conversations that are yet to be resolved.
  - **My Inbox:** Conversations assigned specifically to the logged-in user.
  - **Waiting for Customer:** Conversations where the last message was sent by the agent and awaits a customer reply.
  - **Unread:** All new messages that haven't been viewed yet.
  - **Assigned to Me:** Conversations explicitly assigned to the agent.
  - **Assigned to ChatBot:** Chats currently being handled by automated bots.
  - **Mentions:** Conversations where the user has been mentioned.
- **Best Use Cases:**
  - **Prioritization:** Quickly access and focus on specific conversations like "Unread" or "Assigned to Me."
  - **Monitoring:** Use the "Waiting for Customer" category to keep track of chats that need follow-up.

## Teams View

This view allows conversations to be grouped based on team assignments, enabling streamlined collaboration and better visibility into team activities.

- **Key Categories:**
  - Displays a list of all teams such as "Customer Service," "Sales," or "Marketing."
  - Each team shows the number of ongoing conversations assigned to them.
- **Best Use Cases:**
  - **Team Coordination:** Helps managers monitor team workloads and reassign chats to balance tasks.
  - **Collaboration:** Agents can focus on conversations within their designated team.

# Features Available Across Both Views

## Filters

The Inbox includes robust filtering options to narrow down chats in both views. You can filter by:

- **Status:** Open, closed, or any other custom-defined states.
- **Search in Messages:** Search for specific keywords in conversations.
- **Tags and Labels:** Organize chats based on custom tags or labels.
- **Assigned To:** Filter by agent or team assignments.
- **Channels:** Narrow down conversations by source, such as WhatsApp, Facebook Messenger, or Instagram.
- **Messaging Window Closing In:** Identify chats where the Meta 24-hour messaging window is about to close.

::Image[]{src="https://api.archbee.com/api/optimize/tjnHF_B8r1-EKcpEGK2I4-I2Cn-1wVHAtOy9KKE63PB-20250813-120517.jpg" size="46" width="782" height="1122" position="center" darkWidth="800" darkHeight="1148" showCaption="false"}

## Search Bar

Located at the top of the Inbox, the search bar allows users to find specific conversations quickly. It supports searches by name, keywords, or tags.

## Toggled View for Open and Closed Chats 

You can switch between **Open** and **Closed** chats using the toggle at the top of the Inbox. This helps segregate resolved cases from active conversations.

## Sending Message Templates

The **+ (plus button)** at the top-right corner of the Inbox lets agents send message templates directly to a client. Simply:

1. Select a contact or add a new one.
2. Choose the messaging channel.
3. Send a [pre-approved template.](https://app.archbee.com/docs/GPbGdt7UNw_cqbLt6FZhi/Gmlv5KXG4Quy8MoxO-x0s)

# Practical Use Cases

1. **Conversations View Use Cases:**
   - An agent wants to focus on chats awaiting responses under the "Waiting for Customer" category.
   - A support lead monitors unresolved issues under "Open."
2. **Teams View Use Cases:**
   - A manager tracks workload distribution across teams, ensuring no team is overloaded.
   - Agents collaborate within their assigned teams by focusing solely on the conversations listed under their group.

# Best Practices

1. **Customize Filters:** 
   - Use the filters to refine your view and focus on the most critical conversations.
2. **Regularly Check Unread Chats:**
   - Ensure no customer messages are missed by frequently reviewing the "Unread" section.
3. **Monitor Messaging Window Closures:** 
   - Use the "Messaging Window Closing In" filter to handle conversations before the Meta 24-hour window expires.
4. **Leverage Teams View for Collaboration:** 
   - Assign and monitor chats within specific teams for seamless communication.

# FAQs

1. **How do I switch between Conversations and Teams views?**
   - You can toggle between these views using the sidebar in the Inbox. Select categories under **Conversations** for type-based organization or under **Teams** for team-based grouping.
2. **Can I customize the filters for each view?**
   - Yes, filters are customizable in both views, and you can save frequently used filter settings.
3. **What happens when the Meta 24-hour messaging window closes?**
   - After the 24-hour window closes, you will no longer be able to send freeform messages. However, you can send pre-approved message templates to re-initiate the conversation.
4. **Is there a way to bulk assign conversations?**
   - No, you have to manually assign each chat manually from [Contact Details](https://app.archbee.com/docs/GPbGdt7UNw_cqbLt6FZhi/gKHQdOugXrI4RcEYREnGo) if needed.
5. **Can I see conversations assigned to a chatbot in Teams View?**
   - No, chatbot assignments are visible in the "Assigned to ChatBot" category under Conversations View.
6. **Can I pin or favorite a specific view for quicker access?**
   - Currently, views cannot be pinned or favorited. However, the system will remember your last selected view during your active session.
7. **Do filters reset when switching between Conversations and Teams views?**
   - Yes, filters are specific to each view. Switching views will reset the filter selections, and you'll need to reapply them if needed.
8. **Can I create custom views with specific filters?**
   - Custom views are not currently supported, but you can manually apply filters each time to achieve a similar result.
9. **Is there a way to export conversations from a particular view?**
   - At this time, conversations cannot be exported directly from Views. Exporting is only available through specific reporting modules or admin tools.
10. **Are all views available to every user?**
    - Access to certain views may be limited based on user roles and permissions. For example, an agent may not see all teams unless granted access.