To optimize your workflow, Papo (https://papo.global/) allows you to fully customize the display columns in both the Inbox (conversations list) and CRM (contacts list). You can add, remove, and reorder columns to show the most relevant information for your operation, such as tags, custom attributes, assigned agent, and last message date.
Working with conversation and contact lists can become inefficient if the most important information isn't immediately visible. Having to click on each item to see crucial data, such as a sales funnel stage or the priority of a support ticket, consumes time and increases the risk of errors. By customizing columns, you transform your lists into dynamic control panels, adapted exactly to what your team needs to make quick and assertive decisions.
Why customize columns?
Customizing data visualization is a powerful tool for increasing productivity. Instead of a generic display, each team can configure columns to reflect their processes and priorities.
- Focus on what matters: Display only the data necessary for the task at hand, reducing visual clutter.
- Operational efficiency: Get quick access to information like status, contact owner, or deal value without having to open each item individually.
- Agile decision-making: Quickly identify which conversations need attention, which leads are hottest, or which contacts belong to a specific campaign.
- Standardized processes: Ensure that the entire team is looking at the same key indicators when evaluating work lists.
Available columns for customization
The information you can display varies between the Conversations list and the Contacts list, as each has a different focus. The table below summarizes the main fields you can manage.
| View | Examples of Available Columns | Main Purpose |
|---|---|---|
| Inbox (Conversations) | Assigned Agent, Team, Status (Open, On hold, Resolved), Tags, Origin Inbox, Last Message. | Manage the real-time service flow, distribute tasks, and monitor the status of customer interactions. |
| CRM (Contacts) | Name, Email, Phone, Tags, Company, Custom Attributes (e.g., "Contracted Plan", "Lead Source", "Customer ID"). | Manage the customer and lead base, segment contacts for campaigns, and get a complete view of the relationship with each person. |
Great flexibility comes from Custom Attributes, which allow you to create specific fields for your business and display them as columns in the contacts list.
How to customize column display
The process for adjusting columns is intuitive and allows you to adapt the view in a few steps.
- Access the desired list: Navigate to your Inbox to manage conversations or to the Contacts section to manage your CRM.
- Locate the customization option: Look for a settings icon, usually represented by a gear, three vertical dots, or a table icon, located near the header of the item list. Clicking it should open a column management menu.
- Add or remove columns: A list of all available fields will be displayed. Check the boxes corresponding to the columns you want to display and uncheck those you want to hide. The list will include standard fields and all custom attributes you've created.
- Reorder columns: To adjust the order in which columns appear, click and drag the field names in the customization list to the desired position. Place the most important information in the first columns for immediate access.
- Save or apply changes: After configuring your ideal view, click a button like "Apply" or "Save" for the list to update with the new column structure.
Practical examples by team
Different teams have different information needs. See how column customization can help:
- Sales Team: Can configure the contacts list to show columns such as
Name,Company,Tag(e.g., "Hot Lead", "Follow-up"),Attribute: Deal Value, andAssigned Agent. This allows salespeople to quickly prioritize the most promising leads. - Support Team: In the Inbox, columns such as
Conversation Status,Assigned Agent,Tag(e.g., "Urgent", "Bug Reported"), andTime since last responseare essential to ensure no ticket is forgotten and SLAs are met. - Managers: Can create an overview in the conversations list with columns such as
Responsible Team,Inbox, andStatus, allowing them to monitor workload distribution and overall operational performance.
Frequently Asked Questions
Can I create columns with my own fields?
Yes. In the Contacts list, you can display any Custom Attribute you have created on the platform. To do this, go to the attribute settings, create the fields your business needs (such as "Order ID" or "Birthday"), and then add them as columns in the CRM view.
Does my personalized column view affect the rest of my team?
Typically, column display settings are saved per user. This means your customization does not change how other team members see the lists, allowing each person to adapt the interface to their own workflow.
How do custom columns work with filters?
They work together. You can use filters to segment a list (for example, to show only conversations with the "Urgent" tag) and use custom columns to display the most relevant data about that filtered list.
Is it possible to save different column configurations?
Some platforms allow saving "visualizations" or "views" that include both filter and column settings. Check if there's an option like "Save View" after customizing your columns and applying filters. This allows you to quickly switch between different layouts, such as "Leads to Prospect" and "Active Customers."
How do I reset columns to the default view?
In the same menu where you customize columns, there's usually an option like "Reset to default" or "Restore columns," which undoes all your changes and returns to the platform's original configuration.
Read also
- How to use views and filters in the inbox?
- How to Use Custom Attributes to Segment Automations and Campaigns
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