How to Manage Chat Views in BoldDesk

Chat Views in BoldDesk enable agents to filter, organize, and manage conversations using system fields, custom fields, and advanced filter conditions. Views can be Private, shared with a Group, or exposed to Any Agent. Both System Views and Custom Views appear in the Chat Views list and are governed by BoldDesk roles and permissions.

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.

   
   
   

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 custom views. The Access Scope setting determines who can view and use a particular chat view.

Additional details:

• Owner – Current owner of the view.
• Status – Whether the view is Active or Inactive.

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.

  
  
  
  
  
  

Custom Views

Custom Views support granular filtering, collaboration, and ownership control. 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.

  
  
  

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.

Permission Required

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

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

Check out this video tutorial for more details.

FAQs:

1. Can System Views be edited or deleted in BoldDesk?
   No. System Views cannot be edited or deleted. They can only be activated or deactivated from Admin Settings → Chat → Chat Views.

2. Can a Custom Chat View be shared with only specific agents?
   No. Custom Views can be shared only as Private, Group, or Public. Individual‑agent visibility outside group assignment is not available.

3. Does BoldDesk support automation based on Chat Views?
   No. Chat Views are for organization and visibility only. Automation must be configured separately under Admin Settings → Automation → Rules.

4. Can inactive Chat Views be recovered?
   Yes. Deactivated Chat Views can be reactivated at any time from the Chat Views list, unless it is deleted.

Related Articles

• Filtering Conversations in Live Chat