Folders provide you different ways to view your conversations.
*It's important to note that folders in Groove don't work quite like they do in other email clients. Instead of moving conversations between folders to file them, Groove folders are used to show or view conversations based on the conditions that you have selected. So, conversations "move" in and out of folders/views when their conditions match what is set up for that folder. *
Only admins can access the folder settings under Settings > Conversations > Folders. To create a new folder, click the +Add Folder button in the left menu.
On the folder settings page, you can add a name, description, folder conditions for the conversations that should appear, which users can see the folder, and which mailbox the folder should appear in.
Next, you can choose from a variety of different conditions on how to filter conversations into a folder from the Conditions dropdown menu.
Status, tags, priority, assigned agent, and channel are among some of the options available. You can match any or all conditions to broaden or narrow the kinds of conversations that appear and you can add as many conditions as you like. A folder needs at least one condition before you can save it. The more conditions you apply, the stronger the folder filters will be.
Please note: The order of conditions are important. The first matching condition in top down order will process for a conversation, and then the condition matcher will stop. If you have multiple conditions, it determines whether all conditions must be met before a conversation goes into the folder, or if the conversation will filter in a folder even if it only matches one of the conditions.
Once your folder is created, it will show up in the left navigation for everyone who has permission to see it.
To edit a folder, simply click on it in the list view of your folder settings. To delete a folder, click the trash can button. Or if you don't want to fully delete a folder, you can hide it from view instead.