The search function allows agents to search for message threads according to search criteria such as content, categories, or dates.
The search bar is located at the top of the left panel. To look up a message, type in a keyword inside the search bar and press Enter. The search result that matches the criteria will populate under the search folder.
The search bar has a filter option that allows you to filter messages from certain agents or identities. This option is useful when you want to identify particular messages when there have been multiple agents responding to a customer.