Prioritized Views help turn your CRM data into organized, actionable work queues.
Instead of asking users to search through hundreds or thousands of records to figure out who needs attention next, administrators can build Prioritization Rules that automatically organize records into sections based on your organization’s workflow.
Prioritized Views can be used to:
- Build daily contact and follow-up strategies
- Surface new or high-priority records first
- Identify records that have not received enough outreach
- Organize work by status, activity, assignment, source, dates, scores, or other CRM data
- Create specialized workflows for individual users, teams, or departments
- Monitor records that currently meet specific operational criteria
- Build live operational reporting views for managers and administrators
The goal is to give users a clear answer to a simple question:
What should I work next?
What Is a Prioritized View?
A Prioritized View is a dynamic CRM list made up of one or more Prioritization Rules.
Each rule creates a section within the view and determines which records qualify for that section.
For example, a sales-oriented Prioritized View might contain:
- New Leads
- Never Called
- Hot Follow-Ups
- Follow Up Today
- Active Opportunities
- Long-Term Nurture
The order of those sections establishes the workflow. Higher-priority work can be placed at the top, while lower-priority or longer-term work can be placed farther down.
Within each section, Shape uses the view’s master sorting configuration to determine the order of the qualifying records.
As CRM data changes, records may begin or stop qualifying for different sections.
Prioritized Views vs. Prioritization Rules
These terms are related, but they refer to different parts of the setup.
Prioritized View
The Prioritized View is the complete workspace the user sees.
The view controls things such as:
- Who can access it
- Which record types it includes
- Overall sorting
- Displayed columns
- Whether columns are locked
- Which Prioritization Rules appear
- The order of those rules
Prioritization Rule
A Prioritization Rule creates an individual section within the view.
Each rule contains filters that determine which records belong in that section.
For example:
Prioritized View: Daily Sales Queue
Prioritization Rules:
- New Leads
- Never Called
- Follow Up Today
- Active Working
- Long-Term Nurture
Think of the Prioritized View as the complete workspace and the Prioritization Rules as the individual queues inside it.
How Shape Determines What a User Sees
There are four important layers to understand when building a Prioritized View.
1. Record Visibility
First, Shape determines whether the logged-in user is allowed to see the record at all.
Prioritized Views do not override your organization’s record visibility or Role Permissions.
A rule may technically match hundreds of records, but each user will only see the qualifying records their permissions allow them to access.
2. Rule Filters
Next, Shape determines whether an accessible record meets the filters for a particular Prioritization Rule.
These filters determine which section or sections the record qualifies for.
3. Section Order
The order of your Prioritization Rules determines which category of work appears first.
This is your first level of prioritization.
4. Master Sort
Finally, the master sort determines the order of the records within each section.
A simple way to think about it is:
Visibility: Am I allowed to see this record?
Filters: Does this record belong in this section?
Section Order: Which type of work should I prioritize first?
Master Sort: Within this section, which record should I work first?
Together, these four layers create the user’s workflow.
Why Use Prioritized Views?
A traditional CRM list can contain records with very different levels of urgency.
Without prioritization, a newly created record that does not require immediate attention might appear on the first page simply because it is newer, while an important follow-up could be buried several pages deep.
Users then have to search, filter, remember who needs follow-up, or decide for themselves what to work next.
Prioritized Views solve this by organizing records around your business strategy rather than relying solely on a traditional database sort.
They can help reduce:
- Cherry-picking
- Missed follow-ups
- Unworked records
- Time spent searching the CRM
- Inconsistent contact strategies
- Reliance on users remembering who needs attention
- Important opportunities getting buried in large lists
Instead of making every user determine what is important, administrators can define that strategy directly within Shape.
Building a Prioritized View
A good Prioritized View starts with a few questions:
- Who should use this view?
- What record types should it include?
- What should users work first?
- What conditions determine whether a record belongs in each section?
- How should records be sorted within those sections?
- What information should users see while working?
Once you know those answers, you can begin building the view.
Step 1: Decide Who Should Use the View
Prioritized Views can be made available based on your organizational structure.
This allows you to create different workflows for different groups or even individual users.
For example:
Sales Users
A view focused on new records, speed-to-contact, follow-up, and active opportunities.
Account Managers
A view focused on existing customers, upcoming follow-ups, renewals, or retention opportunities.
Managers
A view designed to identify unworked records, stalled opportunities, overdue follow-up, or other operational gaps.
Individual Users
An administrator can create a Prioritized View specifically for one user when that person’s responsibilities or workflow require something different.
Prioritized Views are generally configured and managed administratively rather than being something every user creates for themselves.
Access to manage these settings is governed by your organization’s Role Permissions and Settings access.
Step 2: Choose Your Record Types
Determine which CRM records the Prioritized View should organize.
Depending on your Shape configuration, you can build a view around a particular record type or use All Records.
All Records can be especially useful when you want a view containing multiple applicable record types within the same workspace.
The record types available in your system will depend on your Shape configuration and industry template.
Step 3: Choose the Master Sort
Each Prioritized View has one master sorting configuration.
This sort applies across the sections within that view.
Available sorting fields depend on your system configuration but may include fields such as:
- Last Call Attempt Date
- Total Call Attempts
- Created Date
- Conversion Date
- Last Status Change
- ShapeIQ
- AI Score
- Other supported date, activity, scoring, or CRM fields
Example Sorting Strategies
Oldest Created First
Useful for speed-to-contact workflows where you want to prevent older new records from being overlooked.
Fewest Call Attempts First
Useful when the goal is to make sure records receive an appropriate number of outreach attempts.
Longest Since Last Activity
Useful for follow-up workflows where neglected records should rise to the top.
Highest Score First
Useful when an available scoring field should influence which qualifying records users work first.
Remember that there is one master sort for the view. Individual Prioritization Rules do not have separate sorting configurations.
Instead, use the order of your Prioritization Rules to establish the priority between different categories of work.
Step 4: Build Your Prioritization Rules
Each Prioritization Rule creates a section within the view.
For example:
- New Leads
- Never Called
- Hot Follow-Ups
- Follow Up Today
- Active Working
- Long-Term Nurture
The order matters.
If New Leads are the most urgent records in your workflow, place that rule at the top.
If Long-Term Nurture should only be worked after more immediate opportunities have been handled, place it toward the bottom.
Rules can be dragged and dropped into the order that best reflects your workflow.
This lets the sections themselves act as a form of prioritization before the master sort is applied within them.
Using Filters in Prioritization Rules
Each Prioritization Rule uses filters to determine which records qualify.
Depending on your configuration, available filters may include:
- Status
- Assignment
- Marketing Source
- Marketing Channel
- Tags
- Standard fields
- Custom fields
- Dates
- Call activity
- Calendar activity
- Numeric fields
- ShapeIQ
- AI Score
- Other supported record data
Multiple filters within a Prioritization Rule operate together as AND conditions.
For example:
Status = New
Total Calls = 0
Created Date = Today
A record would need to meet the applicable conditions to qualify for that section.
Prioritization Rules are not an open-ended AND/OR query builder. When building more advanced strategies, exclusions can also be used to help separate sections and prevent records from qualifying where they should not.
Using Dynamic Date Filters
Dynamic date filters are particularly useful for Prioritized Views because they allow the workflow to continue updating without an administrator manually changing dates every day.
Depending on the field and available filter options, you can create rules around relative dates such as:
- Today
- Yesterday
- Before or after a relative date
- Recent time periods
- Upcoming time periods
- Older records
- Overdue dates
This makes it possible to create sections such as:
Follow Up Today
Records with follow-up activity due today.
Overdue Follow-Up
Records whose follow-up date has already passed.
New Today
Records created during the current day.
Aging Opportunities
Records that have remained in a particular stage beyond the timeframe you consider appropriate.
Because these filters are relative, the qualifying records can change as time passes.
How Records Move Between Sections
Prioritized Views are based on the record’s current CRM data.
When that data changes, the record may stop qualifying for one rule and begin qualifying for another.
For example, imagine a section called:
Never Called
With the filter:
Total Calls = 0
A record with no calls qualifies for the section.
If a user makes a call using Shape’s click-to-call functionality, Shape records that activity and the Total Calls value becomes 1.
The record no longer satisfies:
Total Calls = 0
Therefore, it no longer qualifies for the Never Called section.
The same concept applies to other data changes, such as:
- Status changes
- Call activity
- Follow-up dates
- Assignment changes
- Updated custom fields
- Calendar activity
- Scores
- Other fields used by your rules
Prioritized Views do not manually move records from section to section. The record’s data determines where it qualifies.
Keeping Your Prioritized View Current
Prioritized Views continue updating in the background as record data changes.
For example, if a user makes a call, changes a status, updates a follow-up date, or modifies another field used by a Prioritization Rule, Shape updates the record’s qualification behind the scenes.
To see those changes reflected in the view currently open on your screen, refresh the page periodically while you work.
For example, a record may initially qualify for a Never Called section because Total Calls = 0. Once a Shape call is completed, the record no longer qualifies for that rule in the background. Refreshing the view updates what you see on screen and removes the record from that section.
This behavior is intentional. It allows Shape to keep Prioritized Views current without constantly refreshing the page while users are actively working, which helps maintain a smoother and more stable experience.
That distinction is much better: the data and rule qualification are updating continuously in the background, but the visible list isn’t constantly re-rendering on the user’s screen.
Can a Record Appear in More Than One Section?
Yes.
If a record satisfies the filters for multiple Prioritization Rules, it will appear in each applicable section.
For example, a record could technically qualify for:
- Follow Up Today
- Active Working
- High Priority
If those are three independent rules and the record meets all three sets of criteria, it can appear three times within the Prioritized View.
For most daily work queues, we recommend designing your rules to minimize unnecessary overlap.
Exclusions can be especially helpful when you need to prevent one group of records from appearing in another section.
Exception: Get Lead or Blind-Pull Workflows
Overlap can be less problematic when your organization uses a Get Lead or blind-pull workflow.
In this type of workflow, Shape continually feeds the user the next applicable record rather than asking the user to manually work through the entire visible list.
As the user takes action and the record no longer qualifies for the applicable rules, Shape can move on to the next qualifying record.
Because the workflow itself continually evaluates what should be worked next, some overlap between the underlying rules may be acceptable.
Working Directly From a Prioritized View
Prioritized Views are designed to be actionable.
Depending on the user’s Role Permissions and your Shape configuration, users can work records directly from the view using available actions such as:
- Click-to-call
- Text messaging
- Status updates
- Notes
- Other record actions
- Bulk actions
This allows the Prioritized View to function as an actual workspace rather than simply a list users reference before opening another area of the CRM.
Role Permissions still apply.
For example, if a user’s role does not allow a particular bulk action, access to a Prioritized View does not grant them that permission.
Locking Columns
Administrators can configure the columns displayed within a Prioritized View.
The column configuration applies to the overall view rather than individual Prioritization Rule sections.
Administrators can also lock the columns.
When columns are locked, users cannot customize the column layout themselves.
For example, a sales-focused view might display:
- Name
- Status
- Phone
- Assigned User
- Source
- Created Date
- Last Call Attempt
- Total Calls
- Next Follow-Up
Locking these columns can help create a consistent workspace where every user has the information they need to work the queue effectively.
If users need more flexibility, administrators can leave the applicable configuration unlocked.
Using Prioritized Views as the User’s Starting Point
For organizations that want users to log in and immediately start working, Prioritized Views can be incorporated into the user’s default experience.
Within Role Permissions, administrators can hide Dashboard Views for applicable roles.
When dashboards are hidden, Shape can default the user into the first Prioritized View available to them within their Leads list.
This can be useful for organizations that do not want users starting their day on a dashboard.
Instead, the experience becomes:
Log in → See prioritized work → Start working
If you use this configuration, make sure the first Prioritized View available to the user represents the workflow you actually want them to begin with.
Prioritized Views as Reporting Tools
Prioritized Views are not limited to daily contact strategies.
They can also be extremely useful as live operational reporting tools.
Because the sections are driven by current CRM data, administrators and managers can create views that answer specific operational questions.
Who Isn’t Being Worked?
Create a section for records that have been assigned but have zero call attempts after a particular amount of time.
Where Is Follow-Up Falling Behind?
Create rules for active records with overdue follow-up dates or no recent activity.
What’s Sitting in the Pipeline?
Organize records by status, age, assignment, activity, source, or other relevant criteria.
Are Records Falling Through the Cracks?
Create sections that identify records that have remained in a stage too long or have not received expected activity.
Where Are Our Highest-Priority Opportunities?
Use available statuses, engagement data, ShapeIQ, AI Score, dates, or other CRM fields to surface records that warrant additional attention.
How Is a Particular User or Team Managing Their Records?
Create views around assignment and activity to help managers identify potential gaps in follow-up.
Because Prioritized Views use current CRM data, these views can act like live operational reports rather than static exports.
Prioritized Views vs. Dedicated Reports
Prioritized Views are particularly useful when you want to answer:
Which records currently meet these conditions?
Shape’s dedicated reporting tools are generally better suited for questions involving:
- Historical performance
- Aggregate metrics
- Trends over time
- Communication performance
- Conversion reporting
- Other analytical reporting
In many organizations, both are useful.
Reports tell you what happened.
Prioritized Views can help show you what currently needs attention.
Using ShapeIQ and AI Score
Where available, Shape’s AI-related scoring fields can also be incorporated into Prioritized Views.
ShapeIQ
ShapeIQ is Shape’s AI lead score and can help identify records that may warrant higher priority based on the available scoring data.
AI Score
AI Score reflects the most recent score generated from Shape’s AI Call Insights.
These fields can be useful for particular workflows, especially when combined with your normal business criteria.
For example, rather than creating a queue based only on an AI score, you might first create a section for active opportunities and then use the available scoring data as an additional filter or sorting consideration.
AI scoring is optional. A strong Prioritized View can be built entirely around your existing statuses, activity, dates, assignment, and CRM data.
Prioritized Views vs. Standard Database Views
Both are useful, but they serve different purposes.
| Standard Database Views | Prioritized Views |
|---|---|
| Best for searching and reviewing records | Best for organized workflows and operational monitoring |
| Records appear in a traditional list | Records are organized into priority sections |
| Users may need to search or filter manually | Rules automatically determine which records qualify |
| Useful for database exploration | Useful for next-action guidance |
| One overall view of matching records | Multiple independent priority sections |
| Useful for ad hoc review | Useful for repeatable contact strategies |
A simple way to think about it:
Database View:
“Show me records matching what I’m looking for.”
Prioritized View:
“Organize the records I can see based on what needs attention first.”
Prioritized Views and Automation
Prioritized Views organize work, but appearing in a section does not automatically perform an action on the record.
For example, appearing in a Prioritized View does not by itself:
- Change the record’s status
- Change its assignment
- Send an email
- Send a text
- Create a task
- Start a Drip Campaign
- Modify its score
- Change any other underlying CRM data
For actions that should happen automatically, use applicable Shape automation tools such as:
- Automated Actions / Triggers
- Drip Campaigns
- Distribution Rules
- Other available automation
Prioritized Views and automation can work together.
Automation can handle actions that do not require human involvement, while Prioritized Views can surface the records where a user needs to take action.
Example: Building a Daily Contact Strategy
A strong Prioritized View should do more than separate records by status. The goal is to build a contact strategy that considers how new the opportunity is, how recently the person has been worked, and whether they are showing signs of engagement.
For example, a sales team might work in this order:
Priority 1: New Leads Needing Immediate Contact
Example Filters:
- Applicable New Lead statuses
- Created within the last X days
- Total Calls between 0 and 1
These are newer opportunities that have had little or no calling activity and should generally receive the fastest attention.
This prevents a fresh lead with only one attempt from getting buried beneath older records simply because everything shares the same status.
Priority 2: Hot Follow-Up
Example Filters:
- Applicable high-intent or active statuses
- Last Call Attempt is more than 0 days ago but within the last 1 day
- Additional exclusions as needed to prevent overlap with higher-priority sections
These are active opportunities that have already received outreach but are still within a short follow-up window.
The exact statuses will depend on your sales process, but this section might include records such as:
- Contacted
- Hot Lead
- Application Started
- Appointment Scheduled
- Other active or high-intent statuses
This keeps recent, active opportunities toward the top of the user’s workflow.
Priority 3: Active Working
Example Filters:
- Applicable active-working statuses
- Last Call Attempt was approximately 1 to 3 days ago
- Exclude records already qualifying for Hot Follow-Up
These records are still actively being worked, but their follow-up cadence is slightly less urgent than the opportunities above them.
Instead of relying on a user to remember, “I haven’t talked to this person in a few days,” Shape can automatically surface those records when they enter the appropriate follow-up window.
Priority 4: Hot Nurture
Prioritized Views can also use engagement signals to identify people who may be worth re-engaging.
Example Filters:
- Applicable nurture, no-contact, or longer-term follow-up statuses
- Email opened within the last X days or an equivalent engagement-based rule structure supported by your configuration
- Email clicked within the applicable timeframe where relevant
- No call attempt within that same recent timeframe
- Additional exclusions to keep the section from overlapping higher-priority active opportunities
This can help identify someone who may have been sitting quietly in nurture but has recently started engaging with your emails.
For example, someone may not have responded to earlier outreach, but if they recently opened or clicked an email and have not received a call since that engagement occurred, they may be worth moving higher in the day’s calling strategy.
This is where Prioritized Views can become much more powerful than a basic status list. They can surface behavioral signals that suggest a record deserves renewed attention.
Priority 5: Standard Nurture or Re-Engagement
Example Filters:
- Applicable nurture or long-term follow-up statuses
- Last Call Attempt older than the active-working window
- Other aging criteria appropriate to your contact strategy
- Exclude records qualifying for Hot Nurture
These are still valid opportunities, but they should generally be worked after the more time-sensitive records above them.
Now Shape is handling several decisions for the user:
Can I see the record?
Controlled by Role Permissions and record visibility.
What type of work is this?
Controlled by the Prioritization Rule filters.
Which category should I work first?
Controlled by section order.
Who should I work first within that category?
Controlled by the master sort.
The user can focus on working the records instead of repeatedly making those decisions manually.
Best Practices
Put the Most Important Work at the Top
Prioritization Rule order should reflect your actual business priorities.
If new records require immediate outreach, place them above lower-priority nurture opportunities.
Build From Highest Urgency to Lowest
A common structure is:
- Immediate action
- Time-sensitive follow-up
- Active opportunities
- Standard follow-up
- Long-term nurture
Your exact structure should reflect your organization’s workflow.
Name Sections Clearly
A user should understand why a record is in a section without needing to know the underlying filter configuration.
Good examples include:
- New Leads
- Never Called
- Follow Up Today
- Overdue Follow-Up
- Upcoming Appointments
- Active Working
- Re-Engage
- Long-Term Nurture
Minimize Overlap
Because a record appears in every section it qualifies for, overlapping rules can create duplicate work.
Use thoughtful filters and exclusions to separate sections where appropriate.
Use Dynamic Dates
Relative dates keep daily workflows current without requiring an administrator to manually update the rule every morning.
Use the Master Sort Strategically
Section order and sorting solve different problems.
Your section order determines which category of work comes first.
Your master sort determines which records come first within those categories.
Lock Columns When Consistency Matters
If users need specific fields to work the queue properly, configure and lock the view’s columns.
Start Simple
You do not need a complicated rule structure to create a useful workflow.
Status, activity, assignment, and dates are often enough to create a strong initial contact strategy.
You can introduce additional criteria later as needed.
Test Before Broad Rollout
Before assigning a new Prioritized View across a large group:
- Review each section.
- Open sample records and confirm why they qualify.
- Take the expected action.
- Refresh the view.
- Confirm the records stop qualifying or move into the appropriate sections.
- Check the view as a user with the intended Role Permissions when possible.
This is particularly important for complex workflows with multiple exclusions or assignment conditions.
Review Your Views Periodically
Your CRM workflow changes over time.
Review Prioritized Views when:
- Statuses change
- New lead or marketing sources are introduced
- Teams or assignments change
- Contact strategies change
- New fields are introduced
- Automation changes
- Scoring strategies change
- Users consistently encounter records in the wrong section
Prioritized Views should reflect how your organization works today.
Common Mistakes to Avoid
Creating One Giant Section
If every active record appears under one rule, users still have to decide what matters.
Break the workflow into meaningful priorities.
Creating Too Many Sections
The opposite can also become difficult to manage.
If users have to work through dozens of nearly identical sections, the workflow can become harder to understand.
Use enough rules to establish meaningful priorities without creating unnecessary complexity.
Allowing Rules to Overlap Unnecessarily
If users repeatedly encounter the same records, review the filters and exclusions.
Overlap is supported, but it should generally be intentional.
Confusing Section Order With Sorting
Moving a rule higher changes where that category of records appears.
The master sort controls the order of the individual records inside the sections.
Assuming the View Changes Record Data
A record appearing in “Hot Leads” does not change the record’s status, score, assignment, or other CRM data.
The view is organizing the existing data.
Assuming Access to the View Means Access to Every Record
A user can have access to a Prioritized View without having permission to see every record that technically qualifies for its rules.
Existing Role Permissions and record visibility still apply.
Forgetting to Refresh
If you just called, updated, or changed the status of several records and they still appear in the same section, refresh the Prioritized View so Shape can display the latest qualifying results.
Troubleshooting Prioritized Views
Why Isn’t a Record Appearing?
If a record is missing from a Prioritized View or section where you expect it to appear, check the following:
- Record visibility: Does the logged-in user’s Role Permissions allow them to see the record? Prioritized Views never expand a user’s normal record visibility.
- Rule criteria: Does the record currently meet every applicable filter in the Prioritization Rule? Filters within a rule work together as AND conditions.
- Assignment: If the rule includes assignment criteria, is the record assigned to the correct user, team, or other applicable assignment?
- Date conditions: Does the record currently fall within any dynamic date conditions used by the rule?
- Field values: Do the record’s current field values exactly match what the rule expects?
- On-screen results: Has the view been refreshed since the record or its activity was updated? Shape reevaluates qualification in the background, but a refresh may be needed to reflect those changes on the screen.
- Additional list filters: Are any additional filters currently applied directly from the list page? These filters are applied on top of the Prioritized View and can further narrow the records displayed.
Remember that multiple filters within the rule work together.
Why Is the Same Record Appearing in Multiple Sections?
The record meets the criteria for more than one Prioritization Rule.
Review your filters and exclusions if you want the sections to be mutually exclusive.
Why Did a Record Disappear?
The record likely stopped meeting one or more of the rule’s conditions.
For example, if a rule requires Total Calls = 0 and a Shape call is completed, the record will no longer qualify once the view is refreshed.
Why Do Two Users See Different Records in the Same View?
This can be expected.
The Prioritization Rules are the same, but the records each person can see are still governed by their Role Permissions and record visibility.
Why Didn’t My Record Move Immediately After I Updated It?
Refresh the Prioritized View.
The page does not continuously refresh the visible results while you are working.
Why Can’t a User See the Prioritized View?
Review the access configuration for the view as well as the user’s applicable Role Permissions.
Access to the view and access to the underlying records are separate considerations.
Frequently Asked Questions
What is a Prioritized View?+
A Prioritized View is a dynamic CRM workspace that uses multiple Prioritization Rules to organize accessible records into priority sections.
What is a Prioritization Rule?+
A Prioritization Rule defines which records qualify for one particular section of a Prioritized View.
Do Prioritized Views override record visibility?+
No.
Users only see qualifying records they are already permitted to access based on their Role Permissions and record visibility.
If a rule is based on a particular assigned user, who can see those records?+
Anyone who has access to the Prioritized View and permission to see the qualifying assigned user’s records can see them.
Users without permission to see those records will not.
How do multiple filters work?+
Multiple filters within a Prioritization Rule work together as AND conditions.
Exclusions can also be used to refine your rules.
Can I use rolling or dynamic dates?+
Yes.
Dynamic date criteria can be used to create workflows that continue updating as dates change.
Do records automatically qualify and stop qualifying based on their data?+
Yes.
Qualification is based on the current record data.
However, refresh the Prioritized View to display the latest results after changes have been made.
Can the same record appear in multiple sections?+
Yes.
If a record qualifies for multiple rules, it can appear in multiple sections.
Design your rules to minimize unnecessary overlap unless that overlap is intentional.
Can I rearrange the sections?+
Yes.
Prioritization Rules can be dragged and dropped into the order that reflects your workflow.
Can every section have a different sort?+
No.
The Prioritized View has one master sort that governs the sections within the view.
Use section order to establish the priority between different categories of records.
Can I control the columns users see?+
Yes.
The column configuration applies to the overall Prioritized View.
Administrators can lock the columns when they do not want users changing the configuration.
Can users work directly from a Prioritized View?+
Yes.
Users can use available quick actions and bulk actions directly from the view, subject to their Role Permissions.
Can I create a view for one specific user?+
Yes.
Prioritized Views can be configured for specialized workflows, including workflows intended for an individual user.
Who can create or edit Prioritized Views?+
Access is governed by your organization’s Role Permissions and applicable Settings access.
Can a Prioritized View be the first thing users see?+
Yes.
If Dashboard Views are hidden for the applicable role, Shape can default the user to the first Prioritized View available to them within their Leads list.
Does each section display a record count?+
A count is not displayed directly on each priority section.
Users can select View All at the bottom to review the overall current results. Because Prioritized Views are driven by dynamic filters, the number of qualifying records can change frequently.
Can I use All Records?+
Yes.
All Records can be used when you want applicable record types together within the same Prioritized View.
Available record types depend on your Shape configuration.
Can I use ShapeIQ or AI Score?+
Yes.
Available ShapeIQ and AI Score fields can be incorporated into applicable filtering or sorting strategies.
ShapeIQ represents Shape’s AI lead score, while AI Score reflects the most recent score from AI Call Insights.
Are there limits to Prioritized Views and rules?+
Yes.
Platform limits apply to Prioritized Views and their configurations to support system performance and usability. These limits may change as the platform evolves.
If you are planning an unusually large or complex configuration, contact Shape Support for guidance.
Can Prioritized Views be used for reporting?+
Yes.
Prioritized Views are particularly useful for live operational reporting because they can identify records that currently meet specific conditions.
For historical trends, aggregate metrics, and broader performance analysis, use Shape’s dedicated reporting tools.
Do Prioritized Views perform automation?+
No.
They organize and display records based on their current data.
Use Automated Actions, Drip Campaigns, Distribution Rules, and other applicable Shape automation when you want the system to perform actions automatically.
Build a Workflow Around What Matters Most
Prioritized Views can be as simple or as sophisticated as your organization needs.
A straightforward setup might organize records into New, Follow Up Today, Active Working, and Long-Term Nurture.
A more advanced setup might incorporate activity history, assignment, dynamic dates, custom fields, ShapeIQ, AI Score, exclusions, and specialized views for different teams.
The important part is that the structure reflects how you actually want people to work.
Start with the highest-priority action at the top, work downward toward lower-priority opportunities, and use filters to make each section meaningful.
When built thoughtfully, Prioritized Views can serve several purposes at once:
- Daily work queues
- Contact strategies
- User-specific workflows
- Team organization
- Manager oversight
- Live operational reporting
Instead of asking users to search through the CRM and decide what deserves attention, Shape can organize the available records around the workflow you’ve already defined.
That gives users more time to actually work their records and gives administrators greater control over how work is prioritized across the organization.