Before setting up your smart views, it's essential to understand how they work.
A conversation always “lives” in an inbox, but depending on the rules you set up, it can be shown in one or more smart views.
Smart views are not subfolders, but rule-based groupings of conversations used to sort and prioritize based on tags or email addresses. They help you give a clear overview of incoming conversations categorized by your workflows.
Examples of smart views could be orders, returns, cancellation and shipping, used to quickly get an overview of how conversations are distributed across specific tags/topics or senders.
As mentioned, you can set up smart views using different parameters, but the most common are tags and email addresses.
Smart views based on email address are often used when there's a need to prioritize specific senders – for example, shipping providers like DAO or PostNord – where it's helpful to keep all conversations from them in one place.
Smart views that triggers based on tags are commonly used for order confirmations, cancellations, returns, complaints, etc. You configure the folder to trigger based on a specific tag.
Once the smart view is set to trigger by a tag, it can be activated in two ways:
1. Manually tag the conversation you want to appear in the smart view
2. Set up a rule to automatically tag the conversation when it meets certain conditions as it enters the system. This way, the conversation is automatically shown in the smart view – just like with an email address.
See guide to auto-tagging here.