Using Views for Support

Introduction

Views in Hilos are a powerful feature that allows you to organize and filter your conversations in the Inbox. By creating customized views, you can quickly access specific groups of conversations based on predefined criteria. This can help your support team manage their workload more efficiently and ensure that no important conversations are missed. In this article, we will explain what views are, how to create them, and their utility in filtering conversations.

What are Views?

Views are a type of customized folders for conversations that you can create and save by applying different filters. These filters can be based on various criteria such as tags assigned to conversations, the status of the conversation (open, closed, archived), or the agent assigned to the conversation. Views help you organize your Inbox and make it easier to find and manage conversations that meet specific conditions.

How to Create a View

Creating a view in Hilos is a straightforward process. Follow these steps to create a customized view for your support team:

1. Go to Inbox

   In the conversation bar, select the option below “search” with the selected views.

2. Click on create view

   Click on the “Create a new view” button.

3. Add details like name and description

   Add customized details related to your team’s processes to make it easier to identify the views.

4. Apply filters

   Select the filters (conditions) for the conversations you want to view in this view. Filters can include:

   • Tags: Filter conversations based on specific tags assigned to them.
   • Status: Filter conversations based on their status (open, closed, archived).
   • Assigned Agent: Filter conversations based on the agent assigned to them.
5. Save your view

   Save the changes to create your new view.

Utility of Views in Filtering Conversations

Improved Organization

Views allow you to organize your Inbox by grouping conversations that meet specific criteria. This makes it easier to manage and prioritize conversations, ensuring that your support team can focus on the most important issues. This organization is specially useful when you have a high volume of conversations or have more than one channel connected to your account.

Efficient Workflow Management

By creating views based on different criteria, you can streamline your team’s workflow. For example, you can create a view for high-priority conversations that need immediate attention, another view for conversations assigned to a specific agent, and another for conversations related to a particular issue. This helps your team work more efficiently and ensures that no important conversations are overlooked.

Enhanced Monitoring and Reporting

Views can also be used to monitor and report on specific types of conversations. For example, you can create a view to track conversations related to a particular product or service, allowing you to gather insights and identify trends. This information can be valuable for improving your support processes and making data-driven decisions.

Customization and Flexibility

The ability to create customized views gives you the flexibility to adapt to your team’s unique needs and processes. You can create as many views as you need and adjust the filters as your requirements change. This ensures that your Inbox remains organized and relevant to your team’s current priorities.

You can also create private views to help with your own organization without affecting the rest of the team.