Create and use Inbox views and filters
Build a repeatable conversation view for a real operational queue without hiding important work Follow a safe workflow, verify the customer-facing result, and isolate common problems.
Build a repeatable conversation view for a real operational queue without hiding important work This guide keeps the work focused on Inbox views and filters and provides a repeatable path that a new Humind user can follow without changing unrelated configuration.
Inbox is where teammates review conversations and handle work that needs a person. Ownership, queue state, filters, tags, saved replies, notes, and tickets serve different purposes. Teams should agree on how conversations enter the queue, who takes responsibility, and how work is resolved or returned to AI.
Before you begin
Access: Inbox read access is required. Saving shared or managed views may require broader Inbox permissions.
- Define the queue outcome in one sentence.
- List the minimum status, assignment, tag, date, or search conditions needed.
- Know who should use the view.
Work in the smallest owning area described below and keep the current customer-facing state available while you prepare the change. Before clicking any final action, confirm the active company, Agent, store, language, and market shown in Humind. A missing control can indicate read-only access or a capability that is not configured for this company. In that case, record the intended task and ask an administrator to review the exact permission or dependency. Do not bypass the boundary by sharing an account, copying data into another area, or promising a capability that the workspace does not expose.
Step-by-step workflow
Confirm the scope and current state
Start from an unfiltered Inbox segment and count or sample the conversations that should qualify.
- Confirm the active company and Agent before editing.
- Record the current state so the result can be compared after the change.
- Stop if the screen or permission does not match the intended task.
Prepare the change
Apply one condition at a time, such as ownership, status, tag, or date, and check which records each condition removes.
- Use the smallest change that completes the customer task.
- Keep authoritative information in its owning source.
- Review labels, dates, language, and customer-visible wording before saving.
Save and allow required processing to finish
Save the view when that option is available and give it a name that describes the work, not the person who created it.
- Wait for the interface to confirm that the change is saved.
- If synchronization, indexing, or publication is required, wait for its final state.
- Reload the area and confirm the saved values persist.
Test the complete customer journey
Use the view during a real review, then clear filters and confirm that completed or exceptional conversations are not being silently missed.
- Use a fresh session and a realistic customer scenario.
- Check desktop and mobile when the result appears on a storefront.
- Capture the exact failing step if the outcome differs from the expectation.
Important limits and operating notes
- A successful save confirms persistence, not every downstream synchronization or public update.
- Workspace permissions can hide an area or allow reading without allowing changes.
- Do not copy volatile catalog, account, or customer facts into narrative content as a workaround.
- Test only supported capabilities that are visible and configured for the current company.
- Keep changes in Inbox views and filters separate from unrelated Agent, Knowledge, catalog, Inbox, or Helpdesk work.
Verify the result
- Known qualifying conversations appear.
- Known non-qualifying conversations stay out.
- The view name and scope are understandable to its intended users.
- Clearing filters restores the broader Inbox set.
Keep a short record of what you tested, which customer scenario you used, and what changed. This makes later troubleshooting more precise and helps another teammate reproduce the result without relying on memory.
Troubleshooting
A known conversation disappears
Remove filters one by one and inspect ownership, status, tags, and date boundaries. The first condition that restores it identifies the mismatch.
A saved view returns different results later
Check whether the underlying assignment, tags, or statuses changed. Views are queries over live conversation state, not frozen lists.