Inbox Operations4 min readUpdated July 10, 2026
Inbox saved views
Use system saved views to reduce filter confusion and make workflows easier.
Saved views act as clean, pre-filtered queues designed to focus agent attention on specific subsets of conversations. Instead of manual filtering, agents can switch views from the left sidebar.
System saved views
| Saved View | Target Scope | Operational Purpose |
|---|---|---|
| All | All conversations in the active organization. | Broad backlog monitoring. |
| My Open | Conversations assigned directly to the current agent. | Primary personal focus view. |
| Unassigned | Conversations waiting for an owner. | Triage queue. |
| SLA at Risk | Conversations nearing their response target. | Urgent priority sorting. |
| SLA Breached | Conversations that missed response goals. | Escalation response queue. |
| AI Handled | Active conversations currently managed by the bot. | Passive monitoring. |
| Human Takeover | Conversations where AI has requested human takeover. | Escalation resolution. |
Saved View Logic
Views are updated dynamically in the background via database triggers. Conversations move in and out of views in realtime as status or assignment details change.