Skip to main content

View Conversations

  • What is the scope of View Conversations?
    1. Views allow agents, supervisors, and administrators to view previous historic conversation exchanges between agents and customers.
    2. View conversations address use cases such as grievance redressal and training and feedback.
  • Who can create a new view?

    Administrators and Supervisors can create both public and shared views; agents can only create private views.

  • How can I create a view?
    1. To create a view, click on the + New icon on the left panel
    2. Enter information about the view.
      • Name: A friendly name to identify the view.
      • Visibility: You can make views visible to different groups of users.
        Private — Only you have access.
        Shared — You can share it with your peers (users or teams or both).
        Public — Can be viewed by everyone in the organization.
      • Filters: Filters let you refine the type of data you want to get. The view will list the filtered conversations with the most recent ones appearing first.
        For example, if managers want to review conversations of agents who only handled outbound, they can filter by Direction (Incoming/Outgoing).
      • Columns: By default, all columns are selected; however, you can deselect and rearrange them as needed.
    3. After providing all the details, click Save View.
  • What details are available in a view?

    Views show:

    • Conversation exchanges between agent(s) and customer
    • Customer details
    • Ticket History
    • After conversation work
    • Channel name
    • Call recordings


  • Can I change the visibility of a view?

    Yes, only the creator of a view (admin & supervisor) can change its visibility.

    1. Click the edit icon located next to the view.
    2. Change the visibility using the drop-down menu.
    3. Click Update.
  • Can I change the filters of an existing view?

    Yes, you can change the filters of an existing view by following the below steps:

    1. Select the view for which you want to change the filters. It will display the data for that view.
    2. Click on Filter.
    3. You can add a new filter by clicking Add Filter, or remove an existing filter by clicking on the Screenshot_2023-01-16_at_9.07.59_PM.png  icon.
    4. Click Apply.
    5. You have the option of saving the changes in the current view (Update View) or creating a new view with the changes (Create View).
  • How can I share an existing view?
    1. Click the view that you want to share.
    2. Click on the Share icon in the top right corner of the page.
    3. Enter the names of the users, teams, or both with whom you want to share the view.
    4. Click Share. The view will then appear on their Contacto Console/App under "Shared" views.
    5. You can also copy the URL of the view to share it.
  • Can I change the number of entries in a single page?

    Yes, you can do that by navigating to Settings > General > Conversations.

    • The default number of conversations displayed on a page is 50.
    • From the drop-down menu, you can select 100, 150, or 200.
    • Click Save.
  • What is the maximum number of views that can be created?

    There is no limit in the number of views that can be created.