Views

Views are how you slice the inbox into the queues you actually want to work on. Octocom ships with a set of default views and lets you build your own.

Default views

Every workspace has these views in the conversation sidebar:

• Your Inbox — Open conversations assigned to you. Your main work queue.
• Unassigned — Open conversations that nobody owns yet. Triage from here.
• Human — Open conversations the bot has handed off to a human. Anything here needs human attention.
• Bot — Conversations the bot is currently handling. Useful for spot-checking, not for daily work.
• Threads — Multi-message conversation threads grouped together.
• Spam — Conversations flagged as spam (only shown if spam detection is enabled).

Custom views

A custom view is a saved filter. You can build a view from any combination of:

• Status — open, snoozed, closed
• Assignee — specific people, or unassigned
• Tags — include or exclude specific tags
• Channel — email, web chat, WhatsApp, Instagram, Messenger, etc.
• Business — useful when an organization has multiple businesses
• Language
• Handed off and Handoff reason
• Priority
• Sentiment and Sentiment reason
• Type — customer or external
• Date ranges — last message, closed date, time range
• Customer response and Agent messages — whether the customer has replied or whether an agent has sent a message
• Email config — for email setups with multiple inboxes
• Task name

View levels

When you create a view, you choose who sees it:

• Personal — Only you see it. Use this for your own queues.
• Team — Visible to a specific team.
• Organization — Visible to everyone in the organization. Use this for shared queues your whole team works from.

Patterns for team queues

A few common patterns:

• Returns queue — tag = returns and status = open. Pair with a team-level view so the returns team has a single place to work.
• VIP — tag = vip and status = open. Often combined with priority = high.
• Negative sentiment — sentiment = Strongly Negative and status = open. Good for catching unhappy customers before they escalate.
• Awaiting customer reply — status = open and customerResponse = no. Helps you find conversations to snooze or close.
• Stale — status = open and lastMessageDateRange > 3 days. Cleanup queue.
• Per-language — language = es for a Spanish-speaking agent's personal view.

The point of a view is to turn "find the conversations I should work on" into a single click. If you find yourself filtering manually more than once, save it as a view.