Rather than having to wade through a list of every conversation in Kayako, it is often useful to look at just a subset of them. For example, only the conversations assigned to you or a particular team. Conversations of a specific priority. Conversations that are waiting on replies or in breach of their SLA deadlines. There are many ways you might need to divvy them up. This article introduces you to the predefined views that Kayako starts with and provides the steps to add, modify, and delete views to customize your team's filtering options.
You can use views to display any subset of conversations that meet the criteria you choose. They can be simple, like the examples above. But you can also define views using complex sets of criteria. For instance, you could use a view to display only pending conversations submitted by a specific organization that has been assigned to the sales team and are within an hour of their SLA deadlines.
Overall, views give you a lot of flexibility in how you look at your workload, which makes it easier to stay on top of everything that you and your team are juggling.
Understanding How Views Work
Kayako comes out-of-the-box with several predefined views. In the admin area, if you click on the Views link in the sidebar, you see a list of all of the preset views.
Below is a list of the default views and what they display:
|View name||Information displayed|
|Inbox (System)||The inbox shows every new or open conversation that either has been assigned to you or your team or has yet to be assigned at all.|
|Your incomplete conversations||This view displays any conversations assigned to you that are not in 'Completed' or 'Closed' status.|
|Unresolved conversations in your teams||This view displays any conversations assigned to any teams you belong to that are not in 'Completed' or 'Closed' status.|
|Conversations that have breached SLA||This view displays any conversations that have breached one or more SLA deadlines.|
|Pending conversations||This view shows any conversations set to 'Pending' status.|
|All unresolved conversations||This view shows all conversations that are not set to 'Completed' or 'Closed' status.|
|Suspended messages (System)||This view is a little different than the others — it shows any messages that Kayako has identified as spam or another type of automated message. Kayako automatically suspends these messages, without processing them into their respective conversations. From this view, you can review these messages and choose to accept them into Kayako or delete them permanently.
Learn more in our article about suspended messages.
|Trash (System)||This view, the last system view, displays any conversations that have been deleted.|
Except for the '(System)' views, which cannot be edited, you can tweak any of the views above to suit your team's needs.
But on top of these predefined views, you also have the flexibility to build out custom views to suit your team structure, conversation tags, and overall workflows. It is useful to sit down and map out the sorts of views that would be most useful to your team. Think about which teams will need their views. Identify any specific priorities, organizations, or tags that you might want to monitor. Sketch out your workflows so you can build views for points along the path. Then, you will be in a great position to start creating custom views, which we will walk through step-by-step, next.
Note: Closed conversations will not appear in views, but you can search and filter for closed conversations using the 'Advanced Search' option on the search bar.
Adding or Modifying Views
Note: Adding or modifying views are only available on Trial, Growth, and Scale plans, which means that if you were to upgrade your Trial plan to Inbox, this feature would become unavailable. For more information on what each pricing plan can do for you, please visit our site 'Simple and transparent pricing'.
To give you an example of a view that might be useful for your team, we are going to create a view for looking at conversations that have been escalated. We do not want the whole team to be able to see it, so we will restrict its visibility to the team we have created for just admin users. Plus, we will be relying on the SLAs and escalations we have set up already, which we will use to track the escalated conversations. Finally, we only want to see escalated conversations that have not been resolved yet, so we need to exclude any that have been closed.
Note: To add views in Kayako, you need an administrator account with the 'Manage views' permissions.
Example: Escalated conversations
To add a new view:
- Sign in to your Kayako and go to the admin area.
- In the sidebar, click on Views.
- Here, you see a list of all of the views that have been created. Click the New view button to create a new, blank view.
Note: You can also click any of the existing views to edit them, and refer to the instructions below for help making your changes.
- In the View Title text box, enter a name for your view. We are going to use 'Escalated Conversations.'
- Since we want to restrict our view to admins, under 'Make this view available to' we are going to select Specific teams and then choose the name of our admin team from the dropdown.
- Note: If an administrator with 'Manage views' permissions restricts the visibility of a view to ‘Just myself’, it will result in preventing everyone from accessing or modifying that view (except users with the ‘Owner’ role), so it is essential to make sure that only trusted users have the ‘Administrator’ role and are given the 'Manage views' permissions.
- Next comes the important part: defining the view criteria. In the next section, click the Select a condition drop-down to expand it.
- Note: If you were to set the condition to only show conversations from a specific form, make sure that those conversations are assigned to those specific agents or to the teams that those agents are part of. Otherwise agents will not be able to see the conversations in the view.
- As you can see, there is a wide variety of conditions to choose from, but we want to filter for conversations been tagged as 'escalated.' Start typing 'Tags' and select 'Conversations: Tags' from the list.
Note: This step depends on us having SLA-based automation set up to tag any conversations that have breached their deadlines to be tagged with 'escalated.' You can read more in our article about creating SLAs and escalations.
- Click Select an operator to open the dropdown and select 'contains all of the following.'
- In the empty text box that appears, type in 'escalated' to specify the tag.
- Click the +AND button to add your next condition, which we use to exclude any conversations which have been resolved already.
- Click the second Select a condition dropdown to open it.
- Start typing 'status' and select 'Conversations: Status' from the list.
- Click Select an operator and select 'is not equal to.'
- From the dropdown that appears, select 'Completed.'
- That covers our conditions, but views also give you a lot of control over the types of information they display. Under the 'Configure Columns' heading, you see a list of conversation attributes, each of which represents a column that will appear in your view.
- Click the Select dropdown to open it, and select any other columns you would like to include. For our escalated conversations, we want to see which team they are assigned to, so click on 'Assigned team.'
- We also want the date the conversation was last updated to appear in the first column, so click and drag that to the top of the list.
- We are also not that interested in the 'Status' since we already know they are escalated, so want to remove that column. Hover over 'Status' and click the - button that appears to the right.
- The last thing to do is select a column by which to sort your view results, under the 'Sorting' heading.
Note: You can sort and resort your views by any column, on the fly, so there is not a lot of pressure here.
- For escalated conversations, it is important for us to see the conversations that have gone the longest without a reply, so select 'Last Updated (timestamp)' and 'Descending' to put the oldest at the top.
- Click the Save button at the bottom of the page to create your new view.
And that is it. Now that your view has been created, switch back to the agent area, and you should see it in your sidebar.
Example: Email channel
If in case you would like to create a view that will show all conversations created in a specific channel (e.g., all conversations created via email channel) take a look at the instructions below:
- Repeat steps 1 through 3.
- In the View Title text box, enter a name for your view. In this example, we will use 'Email Conversations.'
- If you were to have a specific team that will handle this kind of conversations, under 'Make this view available to' select the Specific team's option and then the name of the corresponding team.
- Click the 'Select a condition' drop-down and select the Source Channel option. On the next drop-down box, select the equal to option, and in the third drop-down box select Mail.
- Now, if you would like this view to be more relevant and show only conversations that have not yet been completed (conversations that require work to be done), another condition will need to be added:
- Click the '+ AND' button, which will show a new 'Select a condition' drop-down box. Click it, select the Status option, then select the not equal to operator, and finally the Completed option.
- Review step 15 onward from the previous example, so you can make your view display the information you need and make it as efficient as possible.