How to Create and Share Conversation Views

Conversation Views let you save frequently used conversation filters as reusable, one-click views. This makes it easy to focus on unassigned messages, specific channels, or high-priority chats without rebuilding filters every time.

This article shows you how to create and share Conversation Views in Enrollio.

Note: This feature is currently in Labs and needs to be enabled by Enrollio for Client Accounts. This feature is available only on the New Conversations interface. To use it, you should also enable CRM Redesign: Conversations + Contact Detail Page (Beta) from Labs.

What Are Conversation Views?

Conversation Views are saved sets of conversation filters inside your Conversations Inbox. After you define filters (like Assignee, Channel, or Tags), you can save them as a named view and switch between them quickly.

Views you create are private to you by default. Admins can share views with other team members.

Key Benefits of Conversation Views

• Speed: Jump between common filters without rebuilding them each time
• Consistency: Enforce shared criteria for monitoring priority or unassigned work
• Focus: Keep attention on critical conversations (like specific tags or channels)
• Scalability: Scale review workflows by letting admins share views with teammates

How to Create and Share Conversation Views

A clean setup ensures accurate results and easier adoption. Follow these steps to create dependable Views that align with your day-to-day review process.

1. Go to Conversations > Views
2. Click + Create View
3. Name the view clearly (e.g., "Channel - Email" or "Unassigned Tours")
4. Apply your desired filters (e.g., Last Message Channel > Is > Email)

Pro Tip: Use "Logged In User" for Shareable Views

When building a Conversation View that your team will share, you can set certain user-based filters to apply dynamically to whoever is currently logged in.

Supported filters:

• Assigned To
• Followers
• Mentions

Available Filter Types

You can use multiple available filters and combine them using AND/OR logic. Some available filter types are:

• Assigned: Filter by team member assigned to the conversation
• Follower: Filter by who's following the conversation
• Mention: Filter by who's been mentioned
• Last Message Direction: Inbound or outbound
• Last Outbound Message Type: Manual or Automated
• Last Message Channel: SMS, Email, Facebook, Instagram, WhatsApp, Webchat
• Tags: Commonly used to surface High Intent or other priority labels
• SLA (Response Time): Filter by response time requirements
• AND/OR Logic: Combine multiple conditions

5. Click Create View

The created view now appears under Views for quick access.

Sharing a View (Admins Only)

1. Open the view's menu (three dots next to the view name)
2. Choose Share to make it available to other users
3. You can also choose Edit or Delete from this menu

Frequently Asked Questions

Are my views visible to other users by default?

No. Views you create are private to you unless an admin shares them.

Do shared views change what a user can access or see?

No. Shared views respect each user's existing permissions and data visibility.

Is there a limit to how many views I can create or share?

No, there are no limits.

Do Views update automatically as conversations change?

Yes, views update automatically and reflect conversations that match the saved filters. If results look outdated, refresh the page or re-open the view.

Why do my teammate and I see different counts in the same shared view?

Differences typically come from user permissions or access to certain conversations, channels, or tags.

Can an admin stop sharing a view later?

Yes. Admins can open the view menu and unshare or remove recipients.

Related Articles

• Getting Started with the Conversations Tab
• Overview of Conversation Filters
• How to Setup & Track SLAs
• Internal Chat: Private Team Communication