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Saved inbox views in AskVault

Written by Joseph Russo, Principal Architect, Networks and Tech, AskVault · Reviewed by Allison Chan
Last updated: · 3 min read

Why saved views

Saved views turn a filter you set up every day into one click. Instead of picking the same status, channel and tag each morning, you save the combination once and click its chip.

Some views teams build:

  • "Escalated on WhatsApp." Status Escalated, channel WhatsApp.
  • "Unassigned billing." The Unassigned tab plus a billing tag.
  • "My escalations." The Mine tab plus status Escalated.

What a view remembers

A saved view keeps four Inbox filters, listed below.

  • Status. The status you picked in the status filter (for example Active, Escalated or Resolved, or the statuses your workspace has set up).
  • Channel. One channel, such as the website widget, WhatsApp or email, or all channels.
  • Tag. One tag, or none.
  • Assignee. The tab you were on: All, Mine or Unassigned.

A view does not remember a search. The views rail is hidden while you search conversations, and the search box is never part of a saved view. Priority, SLA state and the Needs review toggle are not saved either (see the note below).

Create a saved view

  1. Open the Inbox.
  2. Set your filters. Pick the status, channel and tag, and choose the All, Mine or Unassigned tab.
  3. Click Save filter at the top of the Views section in the sidebar.
  4. Name the view. Up to 60 characters, like "Billing escalations".
  5. Choose Mine or Team. Mine is only visible to you; Team is visible to everyone in the workspace.
  6. Click Save (or press Enter). The new view is applied straight away.

The view appears in your inbox sidebar. Click it anytime to apply the filters.

Rolling out; not yet switched on. Save View will keep every filter you have applied, including priority, SLA state, the open/done status group and a "today" window. Today it saves status, channel, tag and assignee only.

Personal vs shared views

Two scopes:

  • Mine. Only you can see it.
  • Team. Everyone with access to the workspace sees it, marked ·team on its chip.

Anyone with the member role or above can save a view, and can delete their own views and any team view. Viewers can see and apply views but can't create, favourite or delete them. There is no separate plan requirement for team views. See team management for what each role can do.

The dashboard has no way to rename a view, change its filters or switch it between Mine and Team. To change one, delete it and save a new one.

Starter views

The first time you open the Inbox, AskVault adds four personal starter views for you:

  • All open. Conversations with the Active status.
  • My open. Active conversations assigned to you.
  • Unassigned escalated. Escalated conversations nobody has picked up.
  • Resolved today. Conversations resolved since the start of today.

Starter views can't be deleted, but you can favourite them. If a teammate has already shared a team view in the workspace before you first open the Inbox, the starter views aren't added for you.

Rolling out; not yet switched on. All open will include escalated (handed-off) conversations, which it leaves out today. My open will show the open conversations assigned to you; today it looks for Active conversations, and a conversation an agent has claimed is usually Escalated, so it can show none. Clicking Resolved today will show only conversations resolved today; today the list shows every resolved conversation, while the count on the chip counts only today's.

Order and favourites

Views appear in the sidebar in this order:

  1. Favourites. Hover over a chip and click the star to favourite it. Favourites show a filled star and stay at the front.
  2. Starter views.
  3. Your other views, most recently used first. Clicking a view counts as using it.

There is no drag-to-reorder; the order is worked out each time the Inbox loads.

Counts on each view

Each chip shows how many conversations currently match that view. Snoozed conversations are left out, as they are in the list. A count of 0 hides the number, and counts above 99 show as 99+.

The conversation list refreshes about every 10 seconds. The counts on the chips refresh about every 30 seconds, so a count can be up to 30 seconds behind the list. There is no setting to change either interval.

Delete a view

Hover over the chip and click the red delete button, then confirm. Starter views have no delete button.

Common pitfalls

A view shows no conversations. The tag it filters on may have been deleted, or nothing matches right now. Delete the view and save a new one with the filters you want.

Too many views. Every view you and your team save appears in the sidebar. Delete the ones nobody uses, and agree on a small set of team views.

A view seems to ignore a filter. Views only keep status, channel, tag and assignee. If you had a priority or SLA filter on when you saved, it isn't part of the view.

FAQ

Can I export the conversations from a saved view?

Not from a view. There is no per-view export. On Growth and above, Export all (CSV) in the Inbox downloads every message in the workspace as one CSV, whatever view or filters are applied. See conversations and the API for what exists today.

Can saved views drive automation?

No. Saved views only filter the Inbox. Automation rules are set up separately and don't use saved views or their filters.

Can I duplicate a saved view?

No. There is no duplicate option. Set the same filters and save a new view under another name.

Are saved views per-channel?

No. A view can cover every channel, or you can include the channel filter to limit it to one.

Do saved views work in the API?

No. Saved views are dashboard-only; the public API has no endpoint for them or for listing/filtering conversations.

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