Search - Find Conversations, Contacts, and Messages
Search the inbox to jump straight to a conversation, contact, or message instead of scrolling the list.
Overview
Search helps you find a specific conversation, contact, or message across the inbox. When you know who you are looking for or roughly what was said, search is faster than scrolling and filtering.
Search the inbox
- Open the inbox
- Use the Search box above the conversation list
- Type a name, number, or a word from the message
- Open the matching result to jump straight into the conversation
What you can find
- A contact by name or phone number
- A conversation you handled earlier
- A message by the words it contained
Search options
Get better results by choosing what you search on:
| Search by | Use it when |
|---|---|
| Contact name | You remember who the customer is |
| Phone number | You have the customer's number but not their name |
| Message text | You remember a word or phrase from the conversation |
Tip: Use Filters or the conversation tabs to narrow the list by status, channel, or assignment first, then search within that narrower set to find a specific conversation even faster.
Next Steps
Filters - Narrow the Inbox to the Conversations That Matter
Filter the inbox conversation list by status, channel, assigned agent, labels, and more so you focus on the right conversations.
Bulk Assignment - Assign Many Conversations at Once
Select multiple conversations in the inbox and assign them to an agent or department in a single action.