📂 How to Create and Manage Inboxes and Views
As an Administrator or Supervisor, your goal is to maintain order and scalability of your operation. Inboxes and views are tools designed to filter out noise and allow your team to focus on what really matters: serving customers efficiently.
1. What are inboxes and views? 📄
Although they seem similar, they serve different purposes for your workflow:
🗂️ Priority inboxes: Designed for immediate action. Use them for critical cases, unanswered conversations, or operational flows that require urgent attention.
🔍 Custom views: Monitoring and analysis tools. Ideal for tracking specific criteria, auditing quality, or reviewing conversations from a particular channel.
💡 Tip: Use inboxes for urgent and recurring tasks; use views for operational control and analysis.
2. Who can manage them? 🔑
Control of operational structure falls to leadership roles:
Supervisors and Administrators: Can create and manage inboxes and views for themselves and their work groups.
Agents: Have a limited role; they can only create personal views to organize their own day-to-day work.
3. Steps for creation 🚀
There are two ways to start organizing your information:
Option A: From the "Create New" button
In the left sidebar, click "Create New".
Follow the guided flow that appears in the center of the screen.
Choose the destination: "For Me" (views only) or "For My Groups" (inboxes or views).
Option B: From the "All" inbox (Quick Filters)
Click the "Inbox Filters" button within the "All" inbox.
Select the filters you need (status, channel, etc.).
Press the "Save as View" button to start the guided flow.
4. "For Me" Configuration (Personal Views) 👤
These views help you organize your own dashboard without affecting others' work.
Limit: You can create up to 15 personal views. If you reach the limit, you'll need to delete an old one to create a new one.
Supervisor Rule: For security, the "Groups" filter is always active and cannot be removed; this ensures you always see conversations from your team.
Clear names: Use descriptive names like "Pending WhatsApp" or "Urgent Cases".
5. "For My Groups" Configuration (Operational Structure) 👥
This is the heart of administration. Here you decide how your teams will see the information:
Group Selection: As an Administrator you'll see all active groups; as a Supervisor, you'll only see those you belong to.
Agent Selection: You can assign the inbox to an entire group or choose specific agents if you need only certain people to handle that filter.
Edit Permissions: You decide whether agents can modify the view you created for them or if you prefer to lock editing to maintain the operational standard.
6. Smart use of filters and duplicates 🧠
Atom's system is intelligent and helps you avoid common mistakes:
Automatic Adjustments: Filters adapt based on available typifications and groups. If there's a conflict (for example, a filter that doesn't exist for a selected group), the system will notify you.
Say goodbye to duplicates: If you try to create an inbox with the same filters as one already existing for an agent, the system will notify you that the new one will replace the previous one to avoid clutter.
💡 Administration tips
Periodic review: Once a month, review the views you've created. Delete those that addressed a temporary campaign or are no longer used to keep the interface clean.
Flexible editing: You can edit names and filters from the three-dot menu (⋮), but remember you cannot change the "context" (for example, converting a personal view to a group one).
Take control of your inbox! 🚀
By properly organizing your team's conversations through priority inboxes and views, you reduce agent stress and ensure that no important customer goes unanswered. Set up your structure today and scale your operation with order and clarity. ✅