Shared Views are custom filtered views of your Inbox that your entire team can access from the left sidebar. Think of them as saved filters: instead of manually applying the same criteria every time you open the Inbox, you create a view once and it's always there, one click away.

For example, if your team has a dedicated WhatsApp agent, you can create a "WhatsApp" view that shows only WhatsApp conversations. If you have a VIP support team, you can create a "VIP Customers" view filtered by a VIP tag. If your team handles multiple languages, you can create views like "English," "German," and "Spanish" so each agent immediately sees their relevant conversations.

Shared Views sit in the left sidebar below the default inbox types (My Inbox, Mentions, Not Assigned, All, Filtered Out). They're visible to everyone on your team, so the organizational structure you build benefits the whole operation.

Without Shared Views, agents either scroll through the entire conversation list (slow, error-prone) or manually apply filters every time they open the Inbox (repetitive, easy to forget). Shared Views solve both problems.

Focus. Each agent sees exactly the conversations relevant to their role, channel, or specialization. A WhatsApp agent doesn't need to sift through email conversations, and a returns specialist doesn't need to see general product questions.

Consistency. When the whole team uses the same views, everyone applies the same criteria. There's no ambiguity about what counts as "my queue" or which conversations belong to which team.

Speed. One click to switch between views. No re-applying filters, no searching, no scrolling. During high-volume periods, this saves meaningful time.

Onboarding. When a new agent joins your team, the Shared Views are already there. They don't need to learn how to set up their own filters. The organizational structure teaches them how your team operates.

Setting up a new view takes three steps.

Step 1: Start the creation. In the left sidebar, click the "+" button next to "Shared Views." Select "Create view."

Step 2: Name and filter. Give your view a clear, descriptive name that any team member would immediately understand (for example, "WhatsApp," "VIP Customers," or "Returns & Refunds"). Then configure the filters that determine which conversations appear in this view. You can filter by channel (WhatsApp, Email, LiveChat, Instagram), by assigned agent, by tags, by language, or by a combination of these. Multiple filters can be combined for more precise views.

Step 3: Save. Click "Save" and the view appears in your sidebar, available to your entire team.

One important detail: conversation states (Open, Automated, Closed, Idle, Snoozed) remain as sub-filters within each view. If you create a "WhatsApp" view, you'll still see the state dropdown at the top of the conversation list, but it will only show WhatsApp conversations in each state. You don't need to create separate views for "WhatsApp Open" and "WhatsApp Closed." The state filter handles that automatically.

📸 [Image: Screenshot of the Shared Views sidebar and the view creation modal with filter options]

As your team creates more views, the sidebar can get crowded. Sections let you group related views together for a cleaner layout.

How to create a section. Click the "+" button next to "Custom section" in the sidebar. Give the section a name (for example, "Channels," "Teams," or "Topics"). Then drag your views into the appropriate section, or create new views directly within a section.

Common section structures. Teams typically organize sections by one of three dimensions. The first is by channel: a "Channels" section containing views for WhatsApp, Email, LiveChat, and Instagram. The second is by team: a "Teams" section containing views for Returns, Shipping, and Technical Support. The third is by topic or priority: a section for "Priority" containing views like VIP Customers and Urgent Issues. You can mix and match these approaches based on what makes sense for your operation.

📸 [Image: Screenshot of the sidebar showing views organized into Channels, Teams, and Topics sections]

Views aren't permanent. As your team evolves, your views should evolve with them.

Editing a view. Hover over any existing view in the sidebar and click to edit it. You can update the filters, rename the view, or adjust any criteria. Changes take effect immediately for all team members.

Deleting a view. Hover over the view, click to edit, and delete views that are no longer needed. Clean up unused views periodically to keep the sidebar manageable.

Here are practical examples of views that work well for e-commerce support teams.

Channel-based views. Create one view per channel: "WhatsApp," "Email," "LiveChat," "Instagram." This is the most common setup. It's especially useful if you have agents who specialize in specific channels, since WhatsApp conversations (with their 24-hour rules and template requirements) require different handling than email conversations.

Topic-based views. Filter by conversation tags to create views for specific issue types: "Returns & Refunds," "Shipping Issues," "Product Questions." This requires your team to tag conversations consistently (covered in article 3.2), but once the habit is established, topic views make it easy to route work to specialists.

Team-based views. Filter by assigned agent to create views showing only conversations assigned to a specific team. Useful for team leads who want to monitor their group's workload without seeing the entire Inbox.

Language-based views. If your team supports multiple languages, filter by language to create views like "English," "German," "Spanish." Each agent sees only conversations in the languages they speak.

VIP view. Filter by a "VIP" tag to create a dedicated view for high-value customers. This ensures VIP conversations get priority attention and don't get lost in the general queue. One clarification: if a contact has AI turned off entirely, their conversations appear in the Filtered Out inbox (covered in article 3.0), not in your Shared Views. A VIP Shared View is useful for VIP customers who still interact with the AI but deserve prioritized human follow-up. For VIP customers who should never receive AI responses at all, Filtered Out is the right place to monitor them. Some teams use both: Filtered Out for their top-tier VIPs (AI fully disabled) and a VIP Shared View for the next tier (AI enabled, but flagged for faster human attention).

Combined views. The most powerful views combine multiple filters. "WhatsApp + Returns" shows only WhatsApp conversations tagged as return requests. "Email + VIP" shows only email conversations from VIP customers. These highly specific views are useful for agents with very defined roles.

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