> For the complete documentation index, see [llms.txt](https://docs.quickreply.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.quickreply.ai/product-modules/conversations/chat-views.md).

# Chat views

Chat views provide structured ways to manage conversations, including pre-built views and custom views.

### Pre-built Views

QuickReply includes pre-built chat views that categorize conversations automatically for streamlined navigation.

#### Chat Views

* All Chats – Displays every chat, including active and closed conversations.
* Unassigned Chats – Chats that have not yet been assigned to any agent, read or unread.
* My Chats – Chats assigned to the logged-in agent.
* Channels – Chats segmented based on the messaging platform (Webchat (LiveChat), WhatsApp, Messenger, Instagram DM, RCS).
* Agents – Chats assigned to specific agents.
* Broadcasts – Chats linked to messages sent from different broadcasts.
* Drip Campaigns – Chats linked to messages sent from different campaigns.
* Journeys – Chats linked to messages sent from different journeys.
* [Tags](https://docs.quickreply.ai/product-modules/conversations/concepts#tags) – Chats categorized by custom labels.
* Lead Stage – Chats categorized by the customer's lead stage.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FROLpyjMsw3Nni4HPIVM2%2Funknown.png?alt=media\&token=9739f015-3020-414d-b077-eeb750240380)

#### Unread & Read Chats

* Unread Chats – Displays conversations that the agent has not viewed.
* Read Chats – Lists conversations that an agent has viewed.

### Chat Count

* Unread Chat Count – Shows the number of unread chats. (in the form of a red pill)

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2F03bwBg9qXPFQjHOyr3d2%2Funknown.png?alt=media\&token=12410339-4117-4829-be17-65c976980bcf)

* Total Chat Count – Shown at the bottom of the chat list as Total Count: View. Click View to load the number of chats in the current view.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FybqSonCfVClOuw5qVW17%2Funknown.png?alt=media\&token=53938e71-1075-4902-ade5-1a9feafd25c7)

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FVwwGFiCNEkNOfS2my9fZ%2Funknown.png?alt=media\&token=df0fbfb6-129b-4756-9741-7e1d6a0fe386)

### Message Status

* Sent – Message has been sent but not yet delivered.
* Delivered – Message has been successfully delivered to the recipient.
* Read – Message has been read by the recipient.
* [Cannot Send Message](https://docs.quickreply.ai/product-modules/conversations/miscellaneous#what-are-failed-messages) – Message failed to deliver due to an error.
* [Skipped Message](https://docs.quickreply.ai/product-modules/conversations/miscellaneous#what-are-skipped-messages) – Message was not delivered because of a configured rule.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FF2JfIelzBJkC4Bk3P6gg%2Funknown.png?alt=media\&token=cbed4555-ca36-4326-8afc-fa5136de0a2d)

* System Messages – Automated messages generated by QuickReply for chat actions or status updates.

<img src="https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FlwDUrrY5PNMcvfdX8fCW%2Funknown.png?alt=media&amp;token=75f94e44-b3e0-442e-977a-53f2db9619bb" alt="" height="43" width="625">

### Custom Views

#### What is a Custom View?

* A custom view allows agents to save frequently used filtering conditions as a preset, making chat management more efficient.

#### How to Create a Custom View:

* Apply desired Advanced Filters (e.g., "Unassigned WhatsApp Chats with High Priority Tags").

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FvcnZO9mJ6dFENCYL8lhc%2Funknown.png?alt=media\&token=753a2615-715a-492d-ad2d-6062497e1355)

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FlHLIEC99kezI0cz4dwE1%2Funknown.png?alt=media\&token=04158100-74a8-4487-8d04-03b449404a93)

&#x20;        Click the Save custom view icon next to Apply.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2F65PwD6sJD7h3kz67wf3p%2Funknown.png?alt=media\&token=6c34ae5c-fbad-4949-9ad8-4c1133a7ea1f)

* In Save as Custom View, enter a Name (e.g., “High-Priority WhatsApp Chats”) and click Save Custom View.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FfwkD4fYJDA31v9w0LwTz%2Funknown.png?alt=media\&token=6a7c98fa-a2af-4eb7-8af0-42e9270720b3)

* The custom view is now accessible under Custom View in the sidebar.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FOLbQAGAD01xew9JFrew5%2Funknown.png?alt=media\&token=bbfcbca7-7ec6-45d0-81e6-7f4aa55836ed)

#### How to Bookmark a View:

* Open a Pre-Built or Custom View.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FT9qDNtt7EBG44F2pWWZ6%2Funknown.png?alt=media\&token=7dfb2575-26fd-4fdf-81e9-8fbd9c461ad8)

* Click on the Star Icon to pin it to the quick navigation panel.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FZGojSxLNUbrHpb1moVdA%2Funknown.png?alt=media\&token=af002f9e-0e8e-4d2b-bd00-20cf2a525803)

* The starred view is pinned at the top of the sidebar, below Unassigned, for quick access.

By leveraging these filtering and chat view capabilities, agents can efficiently navigate and manage customer conversations with greater accuracy.

<br>