How to search in the new chats screen?

In this article, you will learn how to optimize the search for conversations in the chats screen by selecting the different available filters.

Estimated reading time: 05 minutes

By going to Menu>Chats, you will be able to search for conversations according to the different filters listed below:

• Unread messages : marks unread messages. The search will also show the chats that were archived in general, i.e. without being assigned to a specific agent.
• Archived : shows the chats that were archived.
• My active chats : shows the chats that are active between the user and the agent at the time of the query.
• My recent chats : shows the conversations in which the agent has spoken. You can see the most recent conversations and, by scrolling down, they continue to load in chronological order.
• My chats on hold: shows the conversations on hold to be resumed by the agent.
• With variable: allows searching for conversations based on specified variables.
• Last filters: shows the last 3 filters used to search for conversations.
• With variable : displays conversations based on specific variables.
• By topic/tag : allows searching for conversations based on previously defined topics or tags.
• On queue : shows the conversations in the selected queue.
• By channel: shows the conversations carried out in each channel previously set by the user, e.g. Twitter DM, Home chat -WebChat-.
• By channel platform : shows the conversations carried out in a given channel (Facebook, WhatsApp, Twitter).
• By date: allows searching by a specific date (a particular day) or by date range (a given period).
• In conversation with : allows searching for a conversation with a particular agent.
• Talked recently to : allows searching for conversations based on the agents who participated in the chat recently.
• On hold by: allows searching for conversations assigned to agents that have been put on hold.

What are the improvements applied to the chat screen?

In addition to the search by specific filters, you will be able to experience the following improvements referred to:

• Shortcut to recent chats.
• Redesign of the search bar.
• Ability to save the last filters applied in searches.
• Ability to search independently of accents and capital letters when entering data.

The conversation search according to specific filters and improved chat screen functionalities will allow you to better monitor your conversations and work on customer service improvement plans, thus optimizing results for your business or project.

Remember to visit our Help Center for further information.

Written by: Botmaker Team

Updated: 08/20/2021