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FeaturesFebruary 11, 2026

New Inbox Views Filters

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Stop Drowning in Your Inbox - Custom Inbox Views Are Here

Your inbox shouldn't be a chaotic mess where important conversations get buried under unassigned leads and old threads. That changes now.

We've built Custom Conversation Views - a filtering system that lets you create smart, saved views of your inbox based on any criteria you choose. Want to see only unassigned conversations? Done. Need a view of all "Health Prospect" tagged contacts? Easy. Managing multiple team members who need different inbox perspectives? Perfect.

And we're pairing this with Internal Team Chat so your team can collaborate on contacts without leaving the CRM or jumping to Slack.

Both features are now available in Labs for beta testing. Here's how they work and why they matter.

What's New: Two Features That Work Better Together

Custom Conversation Views - Smart Folders for Your Inbox

The new Conversation Views feature lets you create filtered, saved views of your inbox:

  • Filter by assignment status - See all unassigned conversations that need attention

  • Filter by tags - Create views for "Health Prospect", "Medicare Lead", "Renewal Due", or any custom tags

  • Filter by conversation type - Separate SMS, email, and social conversations

  • Save as reusable views - Build your filters once, use them forever

  • Switch between views instantly - Jump from "Unassigned" to "Health Prospects" with one click

Think of this like creating smart folders in your email - but for CRM conversations.

Internal Team Chat - Collaborate Without Context Switching

The Internal Chat feature enables real-time team communication inside the CRM:

  • Discuss contacts without leaving the platform - No more Slack tabs or external messaging

  • Coordinate on unassigned conversations - "Who's taking this lead?" discussions happen in-context

  • Resolve issues faster - Team members can clarify details or flag problems immediately

  • Keep communication centralized - Everything related to CRM work stays in the CRM

This is especially valuable for agencies with multiple team members managing the same inbox.

Why This Matters: The Inbox Chaos Problem

Here's the reality for most agencies:

Without Custom Views:

  • Everyone sees the same giant, undifferentiated inbox

  • Unassigned conversations get lost in the noise

  • Team members waste time scrolling to find their assigned contacts

  • Important prospect tags (like "Health Prospect") require manual filtering every single time

  • No way to create persistent, organized views of your work

Without Internal Chat:

  • Team coordination happens in Slack, text messages, or verbal conversations

  • Context is lost because discussions are separate from the CRM

  • "Who's handling this lead?" becomes a daily question

  • Resolving inbox issues requires multiple tools and platforms

Both problems create friction, slow response times, and increase the likelihood of dropped conversations.

How These Features Solve Real Problems

Problem: Unassigned Conversations Fall Through the Cracks

Solution with Custom Views:

  1. Create a view filtered to "Assigned to: None"

  2. Save it as "Unassigned Leads"

  3. Check this view daily or assign it to a specific team member

  4. Never lose a conversation again

Problem: Each Team Member Needs Different Inbox Perspective

Solution with Custom Views:

  • Agent A creates a view for their assigned conversations + "Health Prospect" tag

  • Agent B creates a view for their assigned conversations + "Medicare Lead" tag

  • Manager creates a view showing all unassigned conversations across the team

  • Everyone sees exactly what they need without filtering manually

Problem: Team Communication Is Scattered Across Platforms

Solution with Internal Chat:

  • See an unassigned lead? Message the team: "Who's available to take this?"

  • Confused about a contact's status? Ask: "Why is this tagged as Health Prospect?"

  • Found an issue? Flag it: "This workflow isn't firing correctly"

  • All communication stays in the CRM where the context lives

How to Enable These Features (Labs Access)

Step 1: Enable the New Conversations UI

  1. Navigate to Settings > Labs

  2. Find New CRM Redesign Conversations UI

  3. Toggle it ON

This unlocks the enhanced filtering options needed for custom views.

Step 2: Enable Internal Team Chat

  1. While still in Labs

  2. Find Internal Chat

  3. Toggle it ON

Now you have both features active.

Creating Your First Custom View

Here's how to build a view for unassigned conversations:

  1. Go to your Inbox (after enabling the new UI)

  2. Click Views at the top

  3. On the right-hand side, you'll see filter options

  4. Select Assigned to and choose None

  5. Click Apply

  6. You'll now see only unassigned conversations

  7. Click Save View and name it "Unassigned Leads"

Done. This view is now permanently available in your Views dropdown.

Creating Tag-Based Views

Here's how to build a view for prospects in a specific stage:

  1. Go to your Inbox

  2. Click Views

  3. In the filter options, select Tags

  4. Choose the relevant tag (e.g., "Health Prospect")

  5. Click Apply

  6. Review the filtered conversations

  7. Click Save View and name it "Health Prospects"

Now you can instantly see all health insurance prospects without manually filtering every time.

Building Views for Team Workflows

Here are some practical views you might create:

For Agency Owners:

  • "All Unassigned" - Catch leads that haven't been claimed

  • "High Priority Tags" - Filter for urgent tags like "Hot Lead" or "Policy Expiring"

  • "Team Performance" - View all conversations assigned to specific agents

For Individual Agents:

  • "My Health Leads" - Your assigned conversations tagged "Health Prospect"

  • "My Medicare Leads" - Your assigned conversations tagged "Medicare Lead"

  • "Follow-Up Needed" - Conversations you've tagged for future outreach

For Support Teams:

  • "Unanswered Messages" - Conversations with recent client messages and no response

  • "Technical Issues" - Conversations tagged with problem indicators

  • "Escalations" - High-priority conversations that need management attention

The flexibility is the point - build views that match your actual workflow.

Using Internal Chat Effectively

Best practices for team chat:

  1. Use it for time-sensitive questions - "Who can call this lead back in the next hour?"

  2. Coordinate inbox management - "I'm out this afternoon, can someone cover unassigned leads?"

  3. Clarify tagging or status - "Why is John Smith tagged as both Health and Medicare?"

  4. Flag technical issues - "The enrollment workflow isn't firing for form submissions"

  5. Quick decisions - "Should we follow up with prospects who haven't responded in 30 days?"

What NOT to use it for:

  • Long strategic discussions (use email or meetings)

  • Detailed client notes (those belong in contact records)

  • Sensitive HR or financial conversations (use appropriate secure channels)

Managing and Updating Your Views

Regularly review your saved views:

  • Are you actually using all the views you created?

  • Do your tags and filters still reflect current priorities?

  • Are there new workflows that need dedicated views?

Delete views you don't use. Update filters when your process changes. Treat this like maintaining your email folders - periodic cleanup keeps everything useful.

What If You Find Issues?

Since these are beta features in Labs, report any problems through our support channel:

  1. Which view or filter isn't working as expected

  2. Screenshots showing the issue

  3. What you expected to see vs. what you're seeing

Your feedback helps us refine these features before they roll out to everyone.

What's Next?

Custom Conversation Views and Internal Chat are part of our ongoing effort to reduce inbox chaos and improve team coordination. As these features mature, we'll be adding:

  • More advanced filtering options

  • Shared team views that multiple users can access

  • View templates for common agency workflows

  • Enhanced Internal Chat with file sharing and @mentions

If you have ideas for filters or chat features that would make these tools more valuable, let us know.

Have questions about setting up your views? Reply to our email or reach out to support. We're here to help you organize your inbox the way that works best for your team.

Want to see this in action? Watch the full walkthrough video here.