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.

## Related

- [Work in the inbox](work-in-the-inbox)
- [Labels](labels)
- [Contacts](contacts)
- [Custom attributes](custom-attributes)