Views, filters and sorting
Everything in your inbox is organised into views — saved combinations of filters, sorting and layout. How to add a View covers creating one. This article covers what's available once you have.
The built-in views
Chat — all chat conversations, grouped by status
Agent Central — email conversations grouped by what the AI is doing
Unassigned — email with nobody assigned
Mine — assigned to you
Open — everything open or new
(Live Chat — chats waiting or in progress) - if enabled.
Sent, All, Spam, Deleted — hidden by default
Hidden views live behind More in the sidebar. To change what's shown, hover the Conversations heading and click the pencil to open Customize sidebar, where you can reorder views and set each one to always show, always hide, or show only when it has something in it.
Filters
The filter icon in the inbox header opens the list:
Created at, Last message at, Assignees, Recipient email, Channels, Status, Priority, Region, Customer rating, AI handling, Include tags and Exclude tags.
Two worth calling out:
Include tags has an Any / All toggle. Any matches conversations carrying at least one of the tags; All requires every one of them.
AI handling describes how much of the answer was Mimir's: Fully autonomous, AI, approved, Lightly edited, AI, with human input, Human written, Never answered. Filtering to Human written is a quick way to find the questions Mimir couldn't handle.
Clear filters at the bottom resets everything.
Sorting and layout
The sliders icon opens view settings.
Sort offers Priority first (the default), Newest first, Oldest first, Newest message, Oldest message, or a custom sort you build from Created, Last message, Status and Priority.
Group by takes None, Status, Priority, Assignee or AI Agent Status, and you can show groups as a List or a Board of columns.
Display properties control which columns appear: Customer, Subject, Preview, Assignee, Date, Tags, Viewers, Priority, Status, Rating.
Saving your changes
Change anything in a view and a strip appears showing Unsaved changes, with Reset and Save.
Built-in views can't be overwritten — you'll get Save as new view instead, which is usually what you want anyway. Unsaved tweaks are remembered per view, so you don't lose them by navigating away.
When creating a view you choose Personal ("only you can see this view") or Shared ("shared with everyone in your organization"). Shared views show a small people icon. Only the person who created a view can change whether it's shared.
Search
Click the magnifier or press /.
Search covers customer name, customer email, order numbers, message contents and internal comments. Typing a number on its own is treated as a conversation ID and looks that conversation up directly.
There's no special syntax — it's plain text. A few things to know:
Search covers one source at a time, email or chat, depending on the view you're in.
Sorting is disabled while searching; results come back by relevance and recency.
Filters still apply on top of a search, so a filtered view can hide a result you expected. Clear filters if something's missing.
Press Esc to close search.
A view per tag
Tags don't get their own sidebar entry automatically. To make one, create a view, filter it to the tag and to open conversations, and save it as Shared if the team should have it too.