WhatsApp Messaging Inbox views

With ActiveCampaign, you can use WhatsApp inbox views to filter your or your team’s WhatsApp inbox to show relevant conversations. You can create as many views as needed and share them with your team.

What are views?

A view is a saved collection of filters. Using views prevents you from manually re-selecting filters each time you switch conversations. With views, you can save filters and switch conversations easily. 

Each view you create can be accessed by clicking WhatsApp > Inbox > Eye icon at the top of the inbox. 

Create a view

1. Click WhatsApp > Inbox on the left menu. 
2. Click the eye icon located at the top of your inbox. 
3. Click the “Create a new view +” button. 
4. Complete the requested information:
   • Create a view name
   • Clicking the “Is public?” toggle makes your view available to your team. (Customers will not see this view name)
   • Provide a description of the view 
   • Select the channel(s) in which the view will be available
   • Click “Filters +” to create conditions for your view. Note that you can create multiple conditions
     • To remove a filter, click the “X”
   • Choose how messages will be sorted
5. Click “Save.”

You can pin any view to the top of your view list. To do so, click the vertical ellipsis next to the view you want to pin, then click “Pin this view.”

Edit or delete a view

To edit or delete a view:

1. Click WhatsApp > Inbox on the left menu. 
2. Click the eye icon located at the top of your inbox. 
3. Click the vertical ellipsis next to the view you want to edit or delete.
4. Click “Update” to edit the view or “Delete” to remove the view.

Why use views?

Improved organization

Views allow you to organize your Inbox by grouping conversations that meet specific criteria. This makes it easier to manage and prioritize conversations, ensuring that your support team can focus on the most important issues. This organization is especially useful when you have a high volume of conversations or multiple channels connected to your account.

Efficient workflow management

By creating views based on different criteria, you can streamline your team’s workflow. For example, you can create a view for high-priority conversations that need immediate attention, another view for conversations assigned to a specific agent, and another for conversations related to a particular issue. This helps your team work more efficiently and ensures that no important conversations are overlooked.

Enhanced monitoring and reporting

Views can also be used to monitor and report on specific types of conversations. For example, you can create a view to track conversations related to a particular product or service, allowing you to gather insights and identify trends. This information can be valuable for improving your support processes and making data-driven decisions.

Customization and flexibility

The ability to create customized views gives you the flexibility to adapt to your team’s unique needs and processes. You can create as many views as you need and adjust the filters as your requirements change. This ensures your Inbox remains organized and aligned with your team’s current priorities.

You can also create private views to help with your own organization without affecting the rest of the team.

Create a Support view

1. Follow the steps under “Create a view."
2. Set up filters that define which conversations you want to include in your Support view
   • Conversation status - Choose to display only conversations marked as “New” or “In progress,” depending on how your team categorizes support conversations
   • Conversation tags - If you use tags to classify support conversations (for example, “Support” or “Help"), include them in your filters 
   • Assigned to - If you have specific team members responsible for Support, you can filter to show only the conversations assigned to them

Create a Sales view

1. Follow the steps under “Create a view."
2. Set up filters that define which conversations you want to include in your Sales view.
   • Conversation status - Choose to display only conversations marked as “New” or “In progress,” depending on how your team categorizes support conversations
   • Conversation tags - If you use tags to classify support conversations (for example, “Support” or “Help”), include them in your filters 
   • Assigned to - If you have specific team members responsible for Support, you can filter to show only the conversations assigned to them