## What's in this article?

## Overview of Inbox Views

Inbox Views provide a powerful way to organize your work by allowing you to create, save, and share filtered perspectives of your case queue. Rather than manually re-applying the same filters each time you open your inbox, Views let you define a set of filter criteria once and return to that exact perspective instantly. This makes it easier to focus on the cases that matter most to your role or workflow at any given time.

## What Are Inbox Views?

An Inbox View is a saved combination of filters applied to your case list. Views act as named shortcuts to a specific filtered state — for example, a view called "High Priority Open Cases" might filter by status, priority level, and assignment. Once saved, a View appears in your inbox navigation, allowing you to switch between different filtered perspectives without losing your work or reconfiguring filters from scratch.

## Key Capabilities

| Feature | Description |
| --- | --- |
| Saved Filters | Persist any combination of filter criteria as a named View for quick reuse. |
| Private Views | Create Views visible only to you, tailored to your individual workflow. |
| Shared Views | Publish Views to your team so that colleagues can access the same filtered perspective. |
| System Views | Views that come with the system automatically. They can't be deleted or edited, but they can be hidden. |
| Quick Switching | Navigate between saved Views from the inbox sidebar without reconfiguring filters. |

## Personal vs. Shared Views

Views can be kept private or shared with your team, depending on how broadly useful the filter criteria are. **Private** **Views** are visible only to the user who created them, making them ideal for individual workflows or experimental filter configurations. **Shared Views** are made available to all members of the selected teams, ensuring everyone has consistent access to common queues — such as unassigned escalations or cases pending a specific response type.

Shared Views are most valuable when your regularly works from a consistent set of criteria — such as monitoring a specific case status, tracking cases assigned to a particular group, or surfacing items by priority or due date. Instead of relying on each team member to configure their own filters independently, a shared View ensures alignment and reduces the risk of cases being overlooked. Sharing a View does not transfer ownership or editing rights by default. The creator retains control over the View's definition, while teammates can apply and use it without modifying the underlying filters.

## About System Views

CXME comes with five system views by default. These include:

1. My Open Cases - Cases assigned to the current user with a Status of New or Ready.
2. My Team's Unassigned Cases - Cases assigned to a Team the current user is on with no Owner User assigned.
3. All Unassigned Cases - All open cases with no Owner User
4. All Open Cases - All open cases
5. Open Chats - All open cases with a source of chat (created from Messenger or the mobile SDK). This view has special notification dots on the chat case cards to make it easier to handle multiple chats at the same time.

System Views cannot be edited or deleted, but they can be hidden through the Manage Views button.

## Additional Information on Views

For detailed instructions on creating and managing filters, saving Views, and configuring sharing settings, refer to the related articles on **Creating Filters and Views** and **Cases: Filters & Custom Views**.