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Folders decide where conversations land and who sees them. Saved views remember a filter you use often. Together they turn one shared inbox into a set of manageable queues.

The Inbox section of the sidebar: fixed rows, then folders, team inboxes and saved views.

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The kinds of folder

The sidebar groups folders into sections, and each section means something different. Archive is not somewhere you file things. It is every closed conversation you have access to, and a conversation lands there by being closed. Call Logs leaves the inbox altogether and opens the call log. It appears only when your plan includes voice and a voice connection is set up.

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Unrouted

A conversation starts life with no folder. Unrouted is where those conversations wait. If you have routing rules, they run when a conversation arrives and file it into the right folder — Unrouted stays empty and nothing sits there long. If you have no rules yet, everything collects in Unrouted, which is a perfectly workable way to start: one queue, everyone watching it.
On a brand-new workspace the Unrouted folder does not exist until the first conversation is routed, so the row shows its empty state rather than a list. This is normal — it fills in once messages start arriving.
Deleting a folder moves its conversations back to Unrouted, so nothing is ever orphaned.

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Creating and managing folders

Folders are managed under Settings → Folders, which you can reach from the + button on the Folders heading in the sidebar. The page has the folder list on the left and the selected folder’s settings on the right.
1

Click New folder

Give it a Name — something a teammate would recognise, like “Support” or “Billing”.
2

Pick a colour and an icon

These are what your team scans for in the sidebar, so make them distinct.
3

Add members

In the Members section, search for a teammate and add them with an Access level of ReadWrite or Read.
Folder membership is what makes a folder visible to a teammate. Someone who is not a member does not see the folder in their sidebar and does not see its conversations.
  • ReadWrite — they can read and reply.
  • Read — they can read only.
Name, colour and icon can be changed at any time from the folder’s detail panel. System folders show “System folder — cannot be deleted.”
Deleting a folder is confirmed with “Delete ‘<name>’? Conversations in this folder will move to Unrouted.” The conversations survive; the folder and its membership do not.

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Team inboxes

A folder that belongs to a team appears under Team inboxes instead of Folders. It behaves exactly like any other folder — the separate section exists so a shared queue for a team reads differently in the sidebar from a folder one person set up. Use a team inbox when a group of people share responsibility for a queue and the conversations are not assigned to anybody in particular until someone picks one up.

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Moving conversations between folders

Two ways:
  • One at a time — More actions menu on the conversation → MOVE TO FOLDER → pick the folder.
  • In bulk — select rows in the list and use Move… in the toolbar that appears.
Moving writes a Moved to a different folder marker into the conversation’s timeline. To move conversations automatically as they arrive, use routing rules — a rule can file a conversation into a folder, assign it, set its subject and more, based on conditions like the channel, the sender’s country or what the message says.

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Saved views

Saved views in the sidebar, below the folders.

A saved view remembers a combination of folder, status filter and search text under a name of your choosing. It is a shortcut to a list you keep rebuilding by hand — “Support, open only”, or “everything mentioning refund”.

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Creating one

1

Set the list up the way you want it

Pick the folder, set the status filter, type a search term if you want one.
2

Click the bookmark button in the filters bar

A small box opens with a View name field.
3

Name it and click Save

Pressing Enter saves it too. You will see “View saved”, and the view appears under Saved views in the sidebar.
Click a saved view to apply it. It restores the folder, the status and the search exactly as they were when you saved it.

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Deleting one

Hover the view in the sidebar and a trash icon appears. Click it and the icon turns into a Delete? button — click that to confirm.

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What saved views cannot do

Saved views are yours alone. They are not shared with your team, and there is no way to publish one. If a whole team needs the same queue, make it a folder with members instead.
They also cannot be renamed once created — delete the view and save a new one under the right name. And they do not store an assignee: a view saved on Assigned to me stays “assigned to whoever is looking”, which is what you usually want.

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Choosing between a folder and a saved view

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Next steps

Folders and rules

Set up routing rules that file conversations automatically.

Working with conversations

Assign, move, close and reopen conversations.