Search and filters

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This guide covers how to search for conversations and customers, apply filters, and use advanced search techniques to find the information you need quickly and efficiently.

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Global search

The Conversations web application features a robust global search tool. Type a keyword or phrase, and the system retrieves results matching:

• Conversation ID
• Customer contact information
• Customer name
• Conversation topic
• Conversation summary
• Message content
• Display name

The search field is available in every Conversations segment, ensuring quick and accurate access to the required information.

You have three ways to filter conversations:

1. Filters - Click the filter icon to open a dialog with filtering options.
2. # shortcut - Type # to launch the autocomplete tool for filters.
3. Direct input - Manually type filters (for example, channel:sms).

With this filtering system, the search is easy for all users. This flexibility ensures that filtering is both simple and efficient, whether you use it occasionally or frequently.

Read more about the filtering options below.

Search with keywords, filters, and double quotes

You can input the desired phrase or keyword directly into the search field to perform a search, or use the filtering option by clicking the filter icon. If you choose the filtering option, the following options will be available:

• Keyword - allowed keywords are: conversation ID, customer name, contact (number or email), messages or phrases from the conversation summary or topic
• Conversation filters:
  • Channels
  • Status
  • Agent
  • Queue
  • Tags
  • Input form fields value:
    • Text or number
    • Date
    • Boolean
• Sender
• Priority
• Date

You can also perform a search without specifying a search term or keyword. Apply the desired filters:

1. If you decide to search for a conversation or customer using text without double quotes, the input text is split into individual words.
2. The search will return any conversation or customer that contains at least one of these words in its searchable fields.
3. If you enclose your search text in double quotes, the search will not split the text into individual words. Instead, it will look for the exact phrase within the conversation/customers fields.
4. Once you select the wanted items, select the Apply filters button.

Advanced search syntax

When searching by Conversation topic, Conversation summary, Customer name, or Message content, you can use special operators to refine your search results:

• + signifies AND operation (both terms must be present)
• | signifies OR operation (either term can be present)
• - negates a single token (excludes the term)
• " " wraps tokens to search for an exact phrase
• ( ) signify precedence for grouping operations

Examples:

• Payment + Invoice - Returns only results containing both "Payment" AND "Invoice"
• Payment | Invoice - Returns results containing either "Payment" OR "Invoice"
• Payment -Invoice - Returns results containing "Payment" OR results that do not contain "Invoice"
• (Payment + Invoice) | Refund - Returns results with both "Payment" and "Invoice", or results with "Refund"
• "Payment received" - Returns results with the exact phrase "Payment received"

Filtering with keyboard shortcuts

You can manually filter conversations using the search bar or type # to launch the autocomplete tool for filters. For example, search channel:sms to find all SMS conversations.

This type of search is designed for advanced users, enabling them to quickly apply filters by typing directly into the search bar. This feature focuses on adding filtering keywords without relying on mouse clicks or opening the filter dialog.

Follow these steps to learn how to use search with keyboard shortcuts:

1. To initiate the search, type the hashtag "#" symbol in the search bar or manually type in filters. This action triggers an autocomplete dialog displaying a list of recognized values that correspond to the filter dialog.
2. Begin typing the desired keyword, and the autocomplete feature will suggest matching options. The Tab indicator highlights the value that will be autocompleted when you press the Tab key. You can also use the Arrow Up and Arrow Down keys to navigate through the suggestions and move the Tab indicator. Alternatively, you can select a value using the mouse.
3. When selecting a value from the list using Tab, it appears in a list above the input field. You can repeat this process to add multiple values or manually enter the wanted value. If you mistakenly select a value, you can remove it from the list above using the mouse by clicking the x button.
4. Once at least one value is selected, the Enter indicator appears, signaling that the filter is ready to be added to the search bar. You can confirm the selection by pressing the Enter key or clicking the corresponding button.
5. Some keywords do not offer a predefined list of values; instead, they provide a text input field where you can manually enter a value. These are:
   • form-text - allows entering text or numeric value
   • after, before, form-after, form-before - allows entering date value
   
6. The filter is then added to the search bar, allowing you to continue entering search keywords or adding more filtering values.
7. Pressing Enter in the search bar initiates the search, applying the selected filters. A filtering indicator displays the number of applied filters, and previously entered values are cleared from the search bar.

Here is an example of how this type of search works:

You want to filter by status: open using only the keyboard. The quickest way to do this is:

1. Type # in the search bar.
2. Type "st", then press Tab to autocomplete status.
3. Type "open", then press Tab to autocomplete open.
4. Press Enter to confirm the filter.

The status:open value now appears in the search bar. Pressing Enter again applies the filter and starts the search.

Filters support partial input. If only one match is found, it is used; otherwise, the filter is ignored. For example, tags:offic matches "office", but tags:off may be ignored because it can match multiple tags, such as "office" and "offshore".

Search with multiple values

If you use multiple auto-completed keywords, the list of values will be combined for the search. However, for unique values (such as text or dates), the most recently entered value will be used.

Multiple values must be separated by a comma without spaces (for example, tags:today,yesterday). If a value contains multiple words, it must be enclosed in quotes when mixed with single-word values (for example, tags:today,"previous year").

The value list shows 10 results at a time. However, there could be more values, particularly for queues, tags, and assignees. These lists are updated dynamically as characters are typed into the input field, filtering and displaying the top 10 matches that match the entered characters.

Search behavior for accounts in other languages

When your account is set to a language other than English, keywords are localized (if a translation is available). This allows you to enter keywords in your native language.

If you prefer to use English keywords and values, you can do so by pressing Shift + Space during keywords selection.

A short info message at the bottom indicates this option, except when the interface language is already set to English.

Fuzzy search

Fuzzy search is a search technique that finds matches even when the search term is misspelled or slightly different from the actual data.

It identifies results based on similarity using algorithms. For example, if you search for "aplpe~", a fuzzy search can return results for "apple" by recognizing the typo.

Fuzzy search supports four types of modifications:

1. Insertions: Adding extra characters (for example, sic to sick).
2. Deletions: Removing characters (for example, black to lack).
3. Substitutions: Replacing one character with another (for example, box to fox).
4. Transpositions: Swapping two adjacent characters (for example, act to cat).

To perform a fuzzy search:

1. Add a tilde (~) to the end of your search term, optionally followed by a fuzziness number. This number represents the maximum allowed changes between the search term and matching results, with a default value of 2.
2. If your search term consists of multiple words, place the tilde (~) after the specific word that needs fuzzy matching. For example, searching for aplpe~ messages for business will apply fuzzy search only to aplpe, allowing it to match apple messages for business while keeping the other words exact.

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Search results

After you enter the values, the search results will be divided in two tabs:

• Conversations
• Customers

Conversations

The Conversations tab shows a results table containing the following info:

• Conversation
• Status
• Customer name
• Summary
• Queue
• Tags
• Message match
• Created

At any time, you can:

1. Remove, add or adjust the filtering options. All matching key findings will be highlighted in yellow.
2. The search will return only those messages where the message content contains the searched word or phrase.
3. Select the messages link (if messages exist) in the Message match column.
4. A pop-up will appear with message matches from the conversation, with options to go directly to that message or to the previous or next conversation containing matching messages.
5. If you hover over a specific conversation, you can see the following info:
   • Conversation name
   • Conversation ID
   • Date and time
   • Summary or Last inbound message (depending on what is available)
   • Customer
   • Channel
   • Queue
   • Assignee
   • Tags
   
6. Additionally, selecting a specific conversation in the Conversation column will open it directly in My Work, allowing you to view its details.
7. You can return to the search results anytime by using your browser's back button.

Customers

The Customers tab displays the following info:

• Customer
• Customer info
• Conversations (with links for active and closed conversations)
• Last contacted
• View profile in People

1. Selecting the link for active or closed conversations (if available) will redirect you to the Shared View from URL page in All Work, where the conversation(s) will be displayed.
2. Select the desired conversation to view its details.
3. There may be instances where the number of active and closed conversations in Search and All Work do not match. For example, the search results might show a customer with 3 active conversations, while All Work displays fewer due to queue restrictions or similar factors.
4. To view more details about a specific customer, click on their name, and a side panel with additional information will appear.
5. For additional information, select the View and edit profile in People button to find this customer in People.

Search results sorting

If no sorting option is manually selected, the system applies default sorting based on a score. This score determines the similarity between the search text and searchable fields.

When a search is performed without any text and only filters are applied, no score is generated for the results. In such cases, the results are sorted alphabetically by Conversation ID.

For manual sorting, the following options are available:

• By conversation created date (applicable only in the Conversations tab)
• By customer name (applicable in both the Conversations and Customers tabs)

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Filtering in All Work

Advanced filtering options are available in All Work under Filters:

Predefined attributes:

• Channel - Type of conversation channel
• Queue - Queue to which the conversation is assigned
• Callback type - Automated/Manual
• Callback status - Active/In queue/No reply/Done
• Callback pending since - Duration for which a callback is awaiting resolution
• Origin - Inbound or outbound conversation
• Priority - Priority of the conversation
• Status - Status of the conversation. You can choose Open, Waiting, or Solved (which can be combined) or Closed (cannot be combined with other statuses)
• Pending agent reply - Duration for which the customer has been waiting for a reply from an agent
• Handling time - Time range from below 5 minutes to more than 5 days
• Agent - Specific agent to whom the conversation is assigned
• Tags - One or many tags assigned to the conversation. When multiple tags are selected, you can choose the operator: ALL (AND between tags) or ANY (OR between tags)
• Sentiment - Sentiment of the conversation: positive, negative, or neutral

SLA:

• Assigned SLA policy - All conversations with an assigned SLA policy
• SLA breached by - Time-based filter showing conversations that have already breached the chosen timeframe
• SLA breaching in - Time-based filter showing conversations close to breaching in the chosen timeframe
• SLA severity - Severity level of the SLA

Conversations forms and form fields:

• Conversation form - Filters conversations based on the assigned conversation form
• Form field - Filters conversations based on specific form attribute values

Date:

• Conversation starting date - Time range when the conversation was started by an agent or customer
• Conversation closing date - Time range when the conversation was closed
• Callback creating date - Date range when the callback was created (available only in the predefined Callbacks filter)
• Last updated date - Date range when the last conversation update occurred (message from agent, call, or callback)

Closed conversations filtering

In All Work, closed and non-closed conversations are placed in separate views. This means these conversations cannot be filtered together.

We recommend entering the conversation start date to get better results when filtering conversations.

When a conversation is closed, it moves to the History view. You can also create exclusive custom views (private and global) for closed conversations only.

Private and global custom views support selection of either closed or non-closed status in the filter. Selecting one automatically disables the other.

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Search messages within conversation

The Search option helps you with a specific segment or a sentence within the conversation. Additionally, the list of potential search results is immediately displayed as you are typing.

To open the conversation you are looking for, hover over the message and click Jump to message.

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