Views
Easily organize, filter, and prioritize customer conversations with Custom Views in Gallabox.
Gallabox now lets you create and manage Custom Views in your Inbox—making it easier to filter, organize, and prioritize conversations based on your business workflows.
What is a Custom View?
Custom Views allow Admins and Owners to create pre-filtered views of conversations inside the Inbox. These views help you focus on specific types of customer conversations—based on tags, segments, and other filters—without having to set filters repeatedly.
These views are shared (public), so once created, all teammates with access to the relevant channels can use them.
Why Use Custom Views?
Improve process by grouping conversations based on business priorities.
Reduce manual filtering for agents and ensure quick access to high-impact chats.
Improve response time by giving your teams a ready-made filtered view of conversations that matter.
Who Can Create & Manage Custom Views?
Owner/Admin
Yes
Yes
Team Manager/ Member (no permission)
No
Yes (if channel access is available)
Custom Role (with permission)
Yes
Yes
To manage views, a user must have the permission: Roles → Conversations → “Can create and manage custom views”
What Do Custom Views Include?
Custom Views include tabs based on your role and visibility permissions:
Unassigned – Conversations not yet assigned to any agent or bot
Mine – Conversations assigned to you
Open – All active conversations in that view
Conversations update dynamically based on filter criteria. As chat attributes change, the view updates in real time.
How to Create a Custom View
To create a custom view:
Navigate to Conversations, click on 'Create View' on the bottom left side of the window.
In the pop-up, enter the name for the view you will be creating. You can also customize the view icon as per your needs.
The WhatsApp channel will be selected for which this view should apply (mandatory). If you have more than one channel connected, you can change it based on your requirements.
Choose from the available Criteria's:
Conversation Tags – e.g., “Hot lead”, “Support”
Segments – pre-defined user segments from your account
Contact Fields – e.g., Country = India, Plan = Pro
To make your view more precise, apply filters As you apply filters, Gallabox shows a preview of matching conversations so you can validate before saving.
Click ‘Save View’ to make it available in the Inbox for all users with access to the selected channel.
All views are public by default. Everyone with access to the selected channel can see and use them.
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