Organize Conversations with Views

Richpanel’s "View Section" is designed to help you efficiently manage your customer interactions by organizing conversations into various categories, known as views. These views make it easier to prioritize, track, and respond to messages based on their status or the channels they originate from.

Default Views

Richpanel comes with several pre-built views that provide a structured way to manage your conversations:

• My Inbox: This view contains all the conversations assigned to you. It's your personal workspace, where you can focus on the tasks and tickets that require your attention.
• All: This view displays all conversations across the organization, regardless of the assignee.
• Unassigned: This view shows all incoming conversations that have not yet been assigned to any team member. It’s ideal for quickly identifying messages that need to be distributed to the appropriate agents.
• Drafts: Here, you’ll find all your saved draft responses that haven’t been sent yet.
• Mentions: This view captures conversations where you have been mentioned by other team members. It helps ensure that you don’t miss any important discussions that require your input.
• Outbox: The Outbox view contains messages that have been composed but are scheduled to be sent at a later time.

Channel Views

Channel views in Richpanel allow you to see conversations from specific communication channels, such as:

• Email: View all emails received from customers.
• Chat: Monitor live chat interactions from your website or app.
• Social Media: Keep track of messages from platforms like Facebook, Instagram, and WhatsApp.

Channel views provide a focused way to handle communications, ensuring that messages from different sources are managed efficiently.

Shared Views

Shared views are custom views that are accessible to your entire team. These views can be tailored to fit specific workflows, departments, or priorities. For instance, you could create a shared view for all high-priority tickets or for messages related to a specific product line.

Create Views

Richpanel also allows you to create custom views, giving you the flexibility to organize conversations based on criteria that matter most to your workflow. Custom views can be based on various filters, such as:

• Brands : Group conversations based on multiple brands
• Tags: Group conversations by specific tags you’ve applied.
• Assignee: View conversations assigned to specific team members.
• Channel: Focus on conversations coming from particular channels.

Steps to Create Views

1. Navigate to the Inbox: Start by heading to your Inbox in Richpanel.
2. Create a New View: Look for the ‘plus’ sign (+) to create a new view.
3. Name Your View: Choose a name that clearly describes the purpose of the view.
4. Set Sharing Options: Decide whether you want this view to be private or shared with your team.
5. Apply Filters: Use filters to segment conversations by tags, channels, campaigns, queues, or any other relevant criteria.
6. Save Your View: Once everything is set up, save your view to start using it immediately.

Steps to Edit and Organize Views

1. Access Your Views: In the Inbox, locate the view you want to edit or organize.
2. Edit View Settings: Click on the view’s settings to rename it, adjust sharing options, or modify filters

3. Reorder Views: Drag and drop views to organize them in an order that makes sense for your workflow

4. Remove Unused Views: If a view is no longer relevant, delete it to keep your workspace clutter-free

On this page

• Organize Conversations with Views
• Default Views
• Channel Views
• Shared Views
• Create Views
• Steps to Create Views
• Steps to Edit and Organize Views