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Search Functionality

Find any conversation instantly using the search bar.

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Search By

  • Customer Name: Find all conversations with a specific person
  • Email or Phone: Search by contact information
  • Keywords: Search message content
  • Conversation ID: Look up specific conversation
  • Date Range: Find conversations in a time period

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Search Examples

Search: "billing issue"
Results: All conversations mentioning billing issues

Search: [email protected]
Results: All conversations with that email

Search: after:2024-01-01
Results: Conversations since January 1, 2024

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Filters

Narrow down conversations using filters:

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By Channel

  • Chat
  • Voice
  • Text/SMS
  • Email

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By Status

  • Active
  • Completed
  • Needs Attention
  • Escalated
  • Archived

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By Date

  • Today
  • Yesterday
  • Last 7 days
  • Last 30 days
  • Custom range

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By Rating

  • 5 stars
  • 4 stars
  • 3 stars or below
  • Unrated

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By Tags

Filter by any custom tags you’ve created.

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Saved Filters

Create and save commonly used filter combinations:
1

Set Up Filters

Apply the filters you want to save.
2

Click 'Save Filter'

Give it a descriptive name.
3

Access Anytime

Your saved filter appears in the sidebar for quick access.

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Common Saved Filters

  • “Needs My Attention” - Escalated conversations
  • “High Priority” - Urgent tagged conversations
  • “This Week’s Chats” - Recent chat conversations
  • “Unresolved” - Open conversations

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Sorting Options

Sort conversations by:
  • Most Recent: Newest first (default)
  • Oldest First: Address old conversations
  • Rating: Highest or lowest rated first
  • Duration: Longest or shortest conversations
  • Channel: Group by communication method
Combine search, filters, and sorting to find exactly what you need quickly.

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Bulk Actions

Select multiple conversations to:
  • Apply tags in bulk
  • Mark as complete
  • Export data
  • Assign to team members

Back to Inbox

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