Views

Overview 

Views are a combination of filters that create a dynamic list of conversations that you can save and pin to your workspace. Define what conversations you want to see, proactively push them to your teammates' workspaces, and monitor them easily.

Views are part of the Prime plan or above.


Why Views?

Views are extremely flexible and can be leveraged for a variety of uses cases:

Nothing falls through the cracks. Lucas oversees his company's Front instance.  There are dozens of shared inboxes, all with specific processes and teams working on them. Lucas only needs to get involved when something is forgotten and does not want to fill his workspace with all those inboxes and follow multiple counters all behaving differently. Instead, he creates a View for Conversations unassigned and unreplied for more than 5 days. This way, any cold conversation across all shared inboxes will appear in the new View and Lucas will be able to dig deeper if needed.

Manager's view. Jane is a Team Lead working in Front with 100+ other colleagues. She manages the work of John, Charlie, and Lisa. In order to keep track of her team's workload, she creates a View for Conversations assigned to John, Charlie, or Lisa. Jane now has one single counter for her entire team's workload across all shared inboxes. She can proactively jump in and help if she sees the counter going too high.

Monitoring communication with specific clients. John is an account manager for BigCompany, a client in his accounts book. John does not need to be aware of every single communication between BigCompany and John's colleagues. There are simple support questions, back-and-forth between legal on specific documents, and other regular interactions that John does not need to actively work on. John created a View for Conversations where any recipients end with @bigcompany.com to have all conversations involving BigCompany in one place. John can then check when volume is unusual and proactively alert his organization about an increase of issues that seem to impact BigCompany more than other clients.

Multi-tag tracking. When several teams work in Front, they sometimes need to have separate tags with similar meanings. Renewal - urgent and SLA breach both convey urgency, but they are used for very different workflows by different teams. Mary, the company's CEO, created a View for Conversations with tag 'Renewal - urgent' or 'SLA breach' or 'Critical bug' or.... She can monitor all business-critical incidents in one place, regardless of the source.


Pre-requisites

You need to have the Create Views permission to be able to create Views. By default, Team admins have this permission; or create a role using custom roles and permissions on the Enterprise plan.


Instructions

Step 1

You can create a View by clicking on the small cog next to a team's name in your workspace, then on New view.

Alternatively, you can also directly create a View by going into Settings, then into Views and clicking on the New view button.

Step 2

Select your filters to create your View. You can also select which teammates you want to proactively push the View to. This new View will automatically appear in your teammates' workspace if you select their name.

Step 3

Your view will backfill with conversations matching your filters (up to 10,000 conversations). This can take a few minutes, but you can already start working from it.

Step 4

Your new View can be found just below your shared inboxes!

 


FAQ

Can I pin and hide Views?

Yes, like tags or inboxes, you can hide Views from your workspace should you not need them. You can also pin Views not currently in your workspace by clicking on the cog next to your team's name

How many Views can I create?

You can create up to 50 Views per team.

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  • Hi - am I right in understanding that Views only apply to shared inboxes, and I can't make a View of my personal/individual inbox?

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  • Hey Elizabeth Brown That's right! Views would only be available to shared team inboxes

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