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A view is a filtered list of conversations you save so you can come back to it, listed in the rail next to Conversations. Aide comes with default views, and you can add your own.

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Default views

“Needs a person” lists open conversations Aide isn’t handling: handed off, taken over, or never Aide’s. “Handled by Aide” lists conversations assigned to Aide.

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Create a view

Filter the conversation list, then choose Save as view. A view has a name, up to 30 filters and a sort order: Newest, Oldest, Waiting longest, Priority or SLA due. A conversation shows in the view when it matches every filter.

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What you can filter on

Status, Assignee (including Aide or Unassigned), Team, Priority, Channel, Topic, Handoff, SLA, Customer tier, Has order, Created, Waiting since, Mentions me, Resolved by, Draft, In trash, Suggested action and Automated.

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Personal and shared views

Personal views are only visible to you. Shared views appear for the whole team, which keeps everyone working from the same queues; only owners and admins can create them. Shared views are also managed in Settings > Helpdesk > Views, where changes apply for everyone who sees the view.

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Default views and the landing view

In Settings > Helpdesk > Views, choose which default views the rail shows, and under Landing view, which view the inbox opens on for everyone, including a new teammate when they first log in. New workspaces land on “Needs a person”.