Use the three Communication searches for different levels of detail.
Search the current queue
Select Customer chats or Employees.
Enter text in the search field above the queue.
Review the matching conversations.
Clear the field to restore the current queue.
In customer mode, use customer or conversation information. In employee mode, search for groups or employees.
Search message content and dates
Select the Search message content icon beside the queue search.
Enter text, choose a From date or To date, or combine them.
Select Search.
Review the matching conversations and highlighted preview text.
Select the active message-search chip to edit the search, or select its cross to clear it.
At least one text or date filter is required. Deep search applies to the current customer or employee mode and can be combined with tag filters.
Search inside an open conversation
Open a conversation.
Enter text in Search in conversation.
Use the up and down arrows to move between matches.
Select the cross to clear the search.
This search checks the messages already loaded in the open conversation and highlights the active match.