Inboxes hold your own and your team's conversations. Views are saved filters you build on top of them. Together they decide what you see when you open Intercom, so it is worth setting them up once and pinning what you use.
How inbox visibility works
Four rules govern what appears in your inbox and what appears in the team inbox.
Intercom assigns you conversations automatically only from the inboxes you belong to.
A conversation assigned to both a team and a teammate no longer appears in the team inbox.
A conversation assigned to a team but not to a teammate stays in the team inbox, where anyone can view it and assign it.
Any view you create is available to every other teammate.
Switch your inbox layouts
Switch between Chat and Table Layout to manage your queues. Open your Inbox, then click the Chat and Table icons 
in the bottom left corner near your profile icon to update your layout.
Table Layout
Table layout allows you to see ticket and conversation attributes side by side, letting you add custom attribute columns.
In Table layout, click the plus button at the far right of the column header row.
Search for the attribute you need, for example Priority, Internal Notes, or Dev ID.
This gives you ways to decide what to pick up next. Click headers like 'Last Activity' and sort into ascending or descending order.
Chat Layout
Chat Layout allows you to move through your queue without needing to open the conversation manually.
Sort your queue into ascending or descending order by:
SLA: Lists conversations by which is due a response soonest.
Priority: Lists conversations by which is most urgent.
Last Activity: Lists conversations by latest update.
Create a view
To save a filter you use repeatedly, create a view. Views can be filtered by ticket state, priority, assignee, service level, last contacted date, customer type, and conversation tags.
📌 Note: View creation is a team manager permission. Ask your Team Leader or a Digital Support Engineer to build a view for you if the option is not available.
Pin an inbox or a view to your menu
To keep the work you return to within reach, pin it to your menu.
Click the plus icon next to an Inbox or Views menu item.
Click the Pin icon next to the team inbox or view you want to keep.
Pin a teammate in the left-hand panel to see the conversations assigned to them alongside your own.
⚠️ Warning: The All inbox shows every interaction in your workspace; do not pick up tickets or conversations from the All inbox.