Searching

Search across all conversations and users in your organization from the search bar in the header.

The Global Search opens when you click the search bar in the top navigation or start typing into it. It searches across all message history and user records within the business units you have access to — you will only see results from chatbots and channels assigned to your account.

Smart Language Matching

Search automatically understands word variations, so you do not need to search for every form of a word separately:

  • Plurals — searching for customer also finds customers, and vice versa
  • Verb forms — searching for ship also finds shipped, shipping, and ships
  • Tenses — searching for running also finds run and ran

This means a search for deliver will match messages containing delivered, delivering, or deliveries.

Business Unit Access

Search results are limited to the business units (chatbots and channels) you have been granted access to. If you cannot find a conversation you expect to see, check with your administrator that you have the correct business unit permissions.

Searching

Use the search bar in the top navigation to find messages and users across your organization.

Find messages or users by typing a search term.

Note
The Messages tab searches message content across all conversations. The Users tab searches by name, email, phone number, and notes.

Steps:

  1. Click the Search bar in the top navigation, or start typing.
  2. The search modal opens and focus moves to the search input.
  3. Type at least 3 characters to begin searching.
  4. Results appear automatically as you type, split into Messages and Users tabs.
  5. Click on any result to open the User View for that customer. If you clicked a message result, the conversation scrolls to the matching message.

Result: The User View modal opens on top of the search modal. When you close the User View, you are returned to your search results.

Load More Results

View additional results beyond the first page.

Steps:

  1. Scroll to the bottom of the results list on either the Messages or Users tab.
  2. Click the Load more button if more results are available.

Result: Additional results are appended to the list. Results are loaded 10 at a time.

Sort Options

Control the order in which search results are displayed.

Change Sort Order

Sort results by relevance or date.

Steps:

  1. Click the More button (three dots icon) in the toolbar next to the tabs.
  2. Under Sort By, choose one of the following options:

Result: Results are re-sorted immediately using the selected order. The active sort option is highlighted in the menu.

OptionDescription
RelevanceShows the most relevant results first based on how closely they match your search term. This is the default.
Newest firstShows the most recent messages or users first.
Oldest firstShows the oldest messages or users first.

Filters

Narrow down your search results using filters. Click the Filter button (funnel icon) in the toolbar to open the filter panel. A dot indicator appears on the button when filters are active.

Filter Results

Narrow results by who sent the message, which agent handled the chat, or when the message was sent.

Steps:

  1. Click the Filter button (funnel icon) in the toolbar to expand the filter panel.
  2. Set one or more of the available filters.
  3. Click Apply to run the search with your filters.

Result: The search re-runs with the selected filters applied. A dot indicator appears on the filter button to remind you that filters are active.

FilterDescription
Message sent byShow only messages sent by Agent, User, or both. For example, select User to see only customer messages.
Filter by AgentShow only conversations handled by one or more specific agents. You can search for agents by name. This filter is available to supervisors.
Date RangeRestrict results to messages sent within a specific date range. Select a start and end date from the date picker.
Tips
  • Click Clear in the filter panel to remove all filters and return to unfiltered results.
  • Filters and search work together — set a search term first, then apply filters to refine.

For more control over how your search terms are matched, click the Advanced button (options icon) in the toolbar to open the advanced search panel. A dot indicator appears on the button when advanced options are active.

Use Advanced Search Options

Fine-tune how your search is performed using exact matching, typo tolerance, word exclusion, and multi-term searches.

Warning
Exact phrase and Fuzzy cannot be used together — enabling one automatically disables the other.

Steps:

  1. Click the Advanced button (options icon) in the toolbar to expand the advanced panel.
  2. Configure your options as described below.
  3. Click Search to run the search with your advanced options.

Result: The search re-runs using your advanced options. A dot indicator appears on the advanced button to remind you that advanced options are active.

OptionDescription
Exact phrase When checked, results must contain your search words in the exact order you typed them, with no extra words in between. For example, searching refund request will match "I have a refund request" but will not match "I requested a refund". Without this option, words can appear near each other in any order.
Fuzzy (typo-tolerant) When checked, the search allows for minor spelling differences and typos. For example, searching recieve will still find messages containing receive, and searching jonh will find john. This is useful when searching for names or when users may have misspelled words. Each word can differ by up to one character (an added, removed, or changed letter).
Match logic Controls how multiple search terms are combined. Match ANY term (default) returns results that contain at least one of your search terms. Match ALL terms returns only results that contain every search term. For example, with three terms — refund, shipping, and delay — "Match ANY" shows messages containing any of those words, while "Match ALL" only shows messages that mention all three.
Exclude words Words entered here are excluded from results. Separate multiple words with spaces. For example, if you search for payment but want to exclude routine messages, enter confirmed successful to filter out messages containing those words.
Multiple search terms Enter multiple search phrases, one per line, to search for several different terms at once. Each line is treated as a separate search term. When you enter terms here, the main search box is disabled because these terms are used instead. Terms must be at least 3 characters long. Use this in combination with the Match logic option to control whether results must match all terms or just any one of them. For example, you could enter compliance-related phrases on separate lines to find conversations matching any of those phrases.
Tips
  • Click Clear in the advanced panel to reset all advanced options and return to the default search behavior.
  • The default search (without any advanced options) uses a flexible phrase match that allows words to appear near each other in any order — this works well for most searches.
  • Use Exact phrase when you need to find a specific phrase like a policy name, product code, or quoted text.
  • Use Fuzzy when searching for names or terms that may have been misspelled by the customer.
  • Combine Exclude words with a broad search term to filter out common but irrelevant matches.

Keyboard Shortcuts

Navigate the search modal quickly using your keyboard.

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