Two different ways of finding things, for two different problems.
A saved view is for the list you open every morning — the same filter, every day, one click.
Search is for the one thing you half remember — a phone number, a word in a message, an order number.
Saved views
Build a filter in the conversation list — status, channel, assignee, label, priority, a custom attribute, whatever combination you need — and save it under a name. It then appears in the sidebar and is one click away.
Saved conversation filters are called folders; saved contact filters are called segments. They behave the same way: a filter with a name, stored for you.
Views worth having, in most teams:
- Unassigned on my channels — the queue nobody owns
- High priority, open — what to look at first
- Waiting on us, older than a day — the things quietly rotting
- A label that matters to you, such as a VIP or an escalation label
A saved view is a filter, not a copy. It shows what matches now, so it empties as the work is done — which is the point of it.
Search
Press / or open Search. Type two characters or more — or any number of digits, because a conversation id is a search in itself.
Results come back in groups, each with its own tab, and All across them:
| Group | What it searches |
|---|---|
| Conversations | by id, and by the people in them |
| Messages | the text of messages |
| Contacts | name, email, phone number |
The most reliable searches are the specific ones: a conversation id, a full email address, a phone number in the form it was saved in. A common word will match a great deal and rank nothing usefully.
Your recent searches are kept, and can be cleared.
Limits
- Search covers what you can see. An agent does not find conversations on channels they are not a member of.
- Two characters minimum, and a query that is all digits passes at any length.
- A saved view belongs to the person who saved it unless it was created as a shared folder.
- Filters match the present. A saved view cannot show what matched last week.