Use a saved view when you keep applying the same filters. Use a queue when you want to march through a defined group of contacts — for example every hot lead with no next follow-up.
Who can do this
- Owners and Admins — can do this for any record or setting in the account.
- Agents and Assistants — cannot do this.
Roles are predefined by NextAccord. See all roles & permissions
Steps
- Step 1: On Contacts, set the filters you want (status, type, source, temperature, assignment, and so on).
- Step 2: Choose Save view, name it, and save. It appears in your saved views for one-click reuse.Personal saved views are yours alone; a shared (account-wide) saved view is managed by owners and admins.
- Step 3: To work a batch, open a queue. System Queues are built in — hot leads, unassigned leads, overdue follow-up, no next follow-up, and hot leads needing attention.
- Step 4: Build your own under My Queues from a set of criteria when the system queues do not match how you work.
- Step 5: Open the Contact Queue view to step through the members and take the next action on each.
Tip: Queues are a great pairing with Today: Today shows what is urgent; a queue lets you clear a whole category in one sitting.
Common problems
- I cannot edit a shared saved view.
- Shared (account) saved views are managed by owners and admins. Save a personal view instead, or ask an owner/admin to update the shared one.
- My Queues is unavailable.
- Custom contact queues depend on the contact-queues feature being on the account plan. System queues are always available.