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Saved inbox views in AskVault

Written by , Founder, AskVault · Reviewed by Aashiq
Last updated: · 4 min read

Why saved views

A growing inbox needs structure. With 10 conversations a day, scrolling works. With 500 a day, you need pre-built filters that surface the right slice for the right person.

Common patterns saved views solve:

  • "My open billing conversations." What an agent specializing in billing sees first thing in the morning.
  • "All escalations awaiting pickup." Senior agent's triage queue.
  • "Resolved today, tag = bug-fix." Engineering's daily review queue.
  • "At-risk conversations across the team." Manager's quality-control view.

Each view is a filter. Save it. Share with the team. Pinned to the inbox sidebar.

Filter dimensions

Saved views can filter by:

  • Status. Open, claimed, escalated, snoozed, resolved, archived.
  • Channel. Widget, WhatsApp, Telegram, Slack, Discord, SMS, voice, email, REST API, Intercom, hosted, Zapier, Make.
  • Tags. AND/OR combinations.
  • Assignee. Specific agent, unassigned, or "me".
  • SLA state. In-compliance, at-risk (under 30 minutes from breach), breached.
  • Date range. Last 24 hours, last 7 days, custom.
  • Customer email. For all conversations from a specific customer.
  • Text search. Full-text search across messages.

Most views combine 2 to 4 dimensions. Beyond that, views get hard to maintain.

Create a saved view

  1. Open the inbox.
  2. Apply your filters. Pick status, tags, channel, etc. from the filter bar.
  3. Click Save View.
  4. Name the view. Like "Billing escalations" or "My unanswered emails".
  5. Choose visibility. Personal (just you) or shared (whole team sees it).
  6. Save.

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

Personal vs shared views

Two scopes:

  • Personal views. Only visible to you. Useful for personal workflow (e.g., "conversations I claimed").
  • Shared views. Visible to all team members. Useful for shared queues (e.g., "Billing team queue").

Admins can convert personal views to shared and vice versa under Inbox > Saved Views > Manage.

For multi-team workspaces, prefer shared views for standardization. Reduces "where's the billing queue?" Slack pings.

Default views

AskVault ships with five default views every workspace has:

  • All open. All conversations in open state.
  • My claimed. Conversations you've claimed.
  • Escalated. Awaiting human pickup.
  • Resolved today. Closed in the last 24 hours.
  • All conversations. Unfiltered view.

You can hide default views you don't use, but not delete them. Configure under Inbox > Saved Views > Defaults.

View ordering

Saved views appear in the inbox sidebar in a configurable order. Most-used at top:

  • Drag to reorder. Click and hold a view, drag to new position.
  • Pin to top. Star a view to keep it always at top.
  • Group by team. Optional. Group views by team (Billing, Technical, Sales).

Layout settings persist per user. Your billing-team agent sees different ordering than your sales-team agent.

Filter complexity

Three filter complexity levels:

  1. Simple. One or two filters. "Status = open, channel = email." Most common.
  2. Combined. AND/OR logic. "Status = open AND (tag = billing OR tag = refund)."
  3. Complex. Multiple AND/OR clauses with date ranges. Reserved for advanced users.

The filter builder supports up to 8 conditions per view. Beyond that, you're probably building a report rather than a view.

Real-time updates

Saved views update in real-time as new conversations arrive. The unread badge in the sidebar shows how many open conversations match each view.

Two refresh modes:

  • Auto-refresh (default). Inbox updates every 30 seconds. Unread badge updates every 10 seconds.
  • Manual refresh. Click refresh to pull latest. Useful for high-volume views where auto-refresh would shift conversations under you.

Configure under Settings > Inbox > Refresh Mode.

For team coordination ("hey check this queue"), share a direct link to a saved view:

  • Right-click the view in the sidebar > Copy Link.
  • Paste in Slack or email.

Recipients with workspace access land directly on the filtered inbox view.

Limits

  • Per-workspace cap. 20 saved views on Free, 50 on Growth, 200 on Business.
  • Per-view filter count. Up to 8 filter conditions.
  • Text search performance. Text search in saved views queries up to 90 days of conversation history. Older searches require the conversations API.

Common pitfalls

Too many saved views. Sidebar clutter. Periodically audit and delete unused views.

Inconsistent shared views across teams. Each team builds their own version. Admins should curate a small set of canonical shared views.

Filter that returns zero results. View was created when tags existed that no longer do, or for an assignee who left the team. Edit the view to fix the filter.

Real-time updates feel jumpy. New conversations land into the active view, shifting your scroll position. Switch to manual refresh for stability.

FAQ

Can I export the conversations from a saved view?

Yes. From any view, click Export > CSV. Includes all visible columns plus the conversation transcript link.

Can saved views drive automation?

Indirectly. Automation rules use the same filter syntax. Build a saved view first to test the filter, then create a matching automation rule.

Can I duplicate a saved view?

Yes. Right-click any view > Duplicate. Useful for creating variations (e.g., a "Billing team" view and a "Billing team last 24h" variant).

Are saved views per-channel?

No. A single view can include conversations from any channel. Channel is one filter dimension among many.

Do saved views work in the API?

Yes. Saved views are accessible via GET /v1/inbox-views. Apply a saved view's filter via the conversations endpoint with view_id=view_xxx.

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