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Organise the Inbox with views and folders

A view is a filter on the conversation list. The Inbox sub-menu shows your views. Select a view to see only the conversations in it.

The views

ViewWhat it shows
My InboxEvery conversation
MentionsConversations in which a teammate mentioned you in an internal note, and your team chat mentions
ViewsOne view for each channel that your workspace uses: SMS, Calls, WhatsApp, Web Chat and Email. Your own folders also show here.

A channel view shows only the activity on that channel. For example, SMS does not show calls. Internal notes show in every view.

The number next to a view is the number of unread conversations in it.

Make a folder

A folder is a view with your own filter. You need the Owner or Admin role to make or delete a folder. Every member of the workspace sees the folder.

  1. Open Inbox.
  2. Select Manage at the bottom of the sub-menu.
  3. In New folder, type a Name, for example "VIP customers".
  4. In Channel, select a channel, or Any channel.
  5. Optional: select Unread only.
  6. Select Create folder.

The folder shows under Views.

Change the order of views

  1. Select Manage.
  2. Use Move up and Move down to move each view.
  3. Select Save order.

To delete a folder, select Delete folder next to it in Manage.

Any member can change the order. The order is for your user only. Your teammates keep their own order.

Status tabs

Each view has five tabs above the list: Open, Waiting, Snoozed, Closed and Spam. The list shows only the conversations in the selected tab. The number on the selected tab is for the current view. See Use the shared Inbox.

Team inboxes

The sub-menu also has a Team inboxes group. Select a team inbox to see only the conversations in it. The number next to it is the number of unread conversations in it.

To make a team inbox, you need the Owner or Admin role.

  1. Select Add team inbox (+) next to Team inboxes.
  2. Type a name.
  3. Select New team inbox.

To move a conversation into a team inbox:

  1. Open the conversation.
  2. In the thread header, select the team inbox button beside the assignee. It shows No team inbox when the conversation is in no team inbox.
  3. Select a team inbox. Select No team inbox to take the conversation out.

Line saves the change at once. Every member who can reply can move a conversation. The button shows only when the workspace has a team inbox, and only on a wide screen.