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Who can use this?
  • Gallabox users with view management permissions.
  • Roles: Admin role can create and manage Views. Agent role can use existing Views.
  • Plans: Available on all Gallabox plans.

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Plan Availability

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What are Views?

Views are pre-filtered tabs in the Gallabox inbox that show only the conversations your team needs to focus on — without manually applying filters every time. Each custom View combines a required channel with one additional condition:
  • A contact field
  • A conversation tag
  • A segment
Views are shared with teammates who have access to the selected channel.

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Default Views

Every Gallabox account comes with these default Views: These cannot be deleted, but you can customize them by adding filters.

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Default Inbox Tabs

Beyond Views, Gallabox also organizes conversations into inbox categories in the left navigation:

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How to Create a Custom View

1

Open the View builder

  1. Go to Inbox in the left navigation of Gallabox.
  2. Click Create View (bottom left of the inbox) or go to Settings → Views → Create View.
2

Name your View

Give the View a clear, descriptive name that your team will instantly understand:
  • “WhatsApp — VIP customers”
  • “Instagram — Product enquiries”
  • “WhatsApp — Renewal segment”
3

Set the filter criteria

First select a channel. Then add one condition:The selected channel and condition are combined with AND logic. For example: Channel = WhatsApp AND Tag = Hot Lead.
4

Save and test

  1. Click Save.
  2. The new View tab appears in the inbox header.
  3. Click on it to verify it shows the correct conversations.
  4. If the results look wrong, click Edit (the three-dot menu on the View tab) and adjust the filters.

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Example

Scenario: You want to give your team quick access to high-intent customer conversations without manually filtering the inbox each time. Here’s how you’d set it up: WhatsApp — Hot Leads:
  1. Create View: “WhatsApp — Hot Leads”
  2. Channel: WhatsApp
  3. Condition: Tag = Hot Lead
  4. Result: The View lists WhatsApp conversations tagged Hot Lead
Instagram — Existing Customers:
  1. Create View: “Instagram — Existing Customers”
  2. Channel: Instagram
  3. Condition: Customer type = Existing
  4. Result: The View lists Instagram conversations for contacts with that field value
Renewals:
  1. Create View: “WhatsApp — Renewals”
  2. Channel: WhatsApp
  3. Condition: Segment = Renewals
  4. Result: The View lists conversations for contacts in the Renewals segment

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Routing Rules — Auto-Assignment

Views are display filters. To automatically route conversations to specific teams or agents when they come in, use Assignment Rules. Assignment rules run automatically when a new conversation arrives. You can set rules like:
  • All Web Chat conversations → round-robin across available agents
To configure assignment rules: go to WhatsApp Channel → Settings → Assignment Rules (or Channels → [channel] → Assignment Rules). Instagram has the same option under Channels → Instagram → Settings → Assignment Rules.
Pro tip: Name Views after the channel and condition they use — for example, “WhatsApp — Hot Leads.” This makes it clear what each View contains.

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Managing Views

  • Edit a View: Click the three-dot menu on the View tab → Edit View
  • Delete a View: Click the three-dot menu → Delete (default Views cannot be deleted)
  • Reorder Views: Drag and drop View tabs to reorder them
  • Pin a View: Right-click a View tab → Pin — pinned Views stay visible when scrolling through long lists

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FAQs

Admin role can create, edit, and delete custom Views. Agents can use existing Views but cannot create new ones unless given explicit permission via Custom Roles → Conversations → “Can create and manage custom views”.
Views use a channel plus contact fields, conversation tags, or segments. They do not filter by the text content of messages. To find conversations containing specific keywords, use the search bar at the top of the inbox.
Yes. Views are dynamic — as conversations are assigned, closed, tagged, or moved, the View updates immediately. You don’t need to refresh.
Teammates who have access to the View’s selected channel can use it.
Inbox categories (Unassigned, Mine, Open, etc.) are fixed global filters. Views are custom, channel-based filters that use contact fields, conversation tags, or segments. Use Views for repeatable workflows; use the default categories for the standard inbox states.
  • Omnichannel Inbox — Understanding the full inbox experience
  • Tags — Using tags to organize and filter conversations