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How to Manage Chat Views

Published: Mar 07, 2025

Chat views help agents efficiently filter, organize, and manage chat conversations. These views can be customized based on individual preferences and shared across the organization, with specific groups, or kept private. Both system views and custom views are available in the chat views list.

Accessing Chat Views

To access and manage chat views:

  1. Navigate to Admin Settings.
  2. Click on the Chat tab in the left-side menu.
  3. Select Chat Views to see the available views.

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Chat views contain two types, and based on the type of view, actions can be performed differently:

  • System Views: Predefined views accessible to all agents.
  • Custom Views: User-defined views created with specific filters.

Access Scope

The Access Scope column indicates whether a chat view is Private, Group, or Public. This is only applicable for customer views. The Access Scope setting determines who can view and use a particular chat view.

  • Public Views – Shared across the organization, visible to all agents in the agent portal.
  • Private Views – Accessible only to the creator, visible only to them in the agent portal.
  • Group Views – Shared with selected groups, visible only to agents within the assigned group in the agent portal.

Additional details:

  • The Owner column denotes the owner of the chat view.
  • Status denotes whether the view is active.

System Views

System views are default chat views available to all agents. These views cannot be modified or deleted but can be deactivated if not needed.

Actions Available for System Views

  • View – Open and use the chat view.
  • Deactivate – Disable the view if not required.
  • Activate – Restore a previously deactivated view.

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Custom Views

Agents can create custom chat views using various filters.

Actions Available for Custom Views

  • View – Open and use the chat view.
  • Change Owner – Ownership of a chat view can be transferred to another agent using the Change Owner option. The new owner gains full control over the view’s settings, but only the original creator can delete it.
  • Deactivate – Disable the view if not required.
  • Activate – Restore a previously deactivated view.
  • Delete – Delete the view. Only the original creator can delete the view.

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Transferring Chat View Ownership

Ownership of a chat view can be reassigned to another agent through the Change Owner option. Once transferred, the new owner can modify the view settings. However, only the creator has the authority to delete a view.

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Permission Required

To access the chat views in the admin module, the agent should have the Manage Views permission.

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By efficiently managing chat views, agents can optimize workflow, enhance organization, and improve response times when handling customer conversations.

See also

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