How to create and manage trays and views?
As an Administrator / Supervisor, your role is not only to create configurations, but to maintain order, control and scalability in daily operation. This guide is designed for Supervisors and Administrators looking to properly organize, prioritize and scale the handling of conversations within the new conversation tray.
Here you will learn what trays and views are, when to use each, and how to properly manage them to avoid clutter, duplicates, or unnecessary configurations.
Index:
1. What are trays and views? 📄
🗂️ Priority trays
🔍 Custom views
2. Who can manage trays and views?
3. Accessing the creation flow 🚀
4. Create "For me" views 👤
5. Limit of personal views ⚠️
6. Edit existing views ✏️
7. Create trays and views for "My groups" 👥
8. Smart use of filters 🧠
9. Editing permissions for agents 🔒
10. What happens to duplicate trays or views? 🔁
IMPORTANT: This feature is currently in Beta and its availability will be progressive.
1. What are trays and views? 📄
Trays and views allow you to organize conversations based on specific criteria such as status, channel, group, typing, or priority.
🗂️ Priority trays
They are intended for critical or constant monitoring cases. Ideal for:
Unanswered conversations.
Urgent cases.
Key operational flows.
🔍 Custom views
Ideal for:
Analysis.
Monitoring.
Tracking by specific criteria.
💡 Tip: Use trays for the urgent and recurring. Use views for analysis and operational control.
2. Who can manage trays and views?
This feature is only available to:
Supervisors
Administrators
Agents will only be able to create trays or views for themselves.
3. Accessing the creation flow 🚀
From the left side panel:
Click the "Create new" button.
A guided flow will open in the center of the screen.
Select who you want to create the tray or view for:
For me (Views only)
For my groups (Trays or views)
From the "All" tray (Default tray):
Click the "Tray filters" button, from the "All" tray.
Select a filter.
Press the "Save as view" button.
A guided flow will open in the center of the screen.
4. Create "For me" views 👤
Personal views help you organize your own work without affecting other users.
What should you know?
The "For me" option is selected by default.
You will always create views, not trays.
You must complete: View name and at least one filter.
Important rules
Duplicate names are not allowed.
As a supervisor: The Groups filter will always be active, cannot be deleted and you must have at least one group selected.
Practical tip: Use clear and descriptive names like:
"WhatsApp tracking"
"My team's pending"
"Unclassified cases"
5. Limit of personal views ⚠️
Each user can create up to 15 personal views. Upon reaching the limit: You will be able to enter the flow to create for your groups, but you will not be able to create new views for yourself until you delete an existing one.
Recommendation: Periodically review your views and delete those you no longer use to maintain clarity.
6. Edit existing views ✏️
You can edit your views from the three-dot menu.
What can you modify?
View name.
Applied filters.
What is not allowed to be changed?
The type of view.
The context (you cannot move it from "For me" to "My groups").
7. Create trays and views for "My groups" 👥
This flow allows you to structure the operation of your teams.
What can you create?
Priority trays.
Custom views.
Group selection
Only active groups with agents are displayed.
As a supervisor, you will only see the groups you belong to.
As an administrator, you will see all active groups.
The selected groups are the teams or groups for which the tray or view will be created.
Agent selection (optional)
Depends on the selected groups.
If you do not choose specific agents: The tray or view is created for all agents assigned to the group.
Practical tip: Create trays at the group level when the flow is standard, and select agents only when you need something very specific.
8. Smart use of filters 🧠
Filters define which conversations each agent will see.
How do they work?
The filters that will form the tray or view that will be assigned to agents or groups must be selected.
The selected filters automatically adapt according to: Available groups and associated typifications.
What happens if there are conflicts? If a filter does not apply to certain agents, the system will notify you and you can decide whether to continue applying automatic adjustments or return to edit the configuration.
9. Editing permissions for agents 🔒
When creating trays or views for agents, you can decide:
✅ Allow them to edit the view.
❌ Block editing.
By default, permission is enabled.
10. What happens to duplicate trays or views? 🔁
The system automatically avoids creating duplicate views or trays.
How does it work? If an agent already has a tray or view with the same filters: The new one replaces the previous one. You will be notified before finishing.