Engage Digital | Searching for messages in Inbox
Last updated on February 08, 2022
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.
Search assistant in Inbox
Now let’s discuss how to use the search assistant. At the right side of the search bar, you will see a triangular icon that enables you to perform an advanced search. When you click this, the Search assistant window will pop-up. This allows you to filter the search result of the messages based on a set of conditions that you can enter in the search criteria fields.
You’ll find the following search filters when using the search assistant:
- Text: Search for specific keywords.
- Status in: Search by the status of the message. Options include Agent message, Agent reply, Assigned, Ignored, New, and Replied.
- Channel: Search by the digital channel from which the messages came.
- Approval required: Choose whether you want to search for messages that required supervisor approval (Yes) or not (No) before the message was sent.
- Categorized: Choose whether or not to search for a message by a specific category. If Yes is selected, you can use the following category search filters:
- Categorized in: Select one or more categories the message belongs to.
- Also categorized in: Select another category the message belongs to.
- Not categorized in: Select one or more categories the message doesn’t belong to.
- Assigned: Choose whether to filter the search by cases (Yes) or not (No). If activated, you can use the following category search filters:
- Assigned to: Select which agent the message is assigned to.
- Assigned to: Select which team the message is assigned to.
- Status: Select the message workflow status. Options include Open, Active, Deferred, or Closed.
- Dates: Choose the start and end date in their respective fields. The date search filters are defined below:
- Last content of the thread after: Displays the threads whose first content was posted after the specified date.
- Last content of the thread before: Displays the threads whose last post was posted before the specified date.
- First content of the thread after: Displays the threads whose first content was posted after the specified date.
- First content of the thread before: Displays the threads whose first content was posted before the specified date.
- Satisfaction: Choose to filter messages by whether the agent has sent a customer satisfaction survey to the customer (Yes) or not (No). This filter appears only when the Customer satisfaction surveys extension has been enabled in your account.
- Satisfaction in: Choose to filter messages by the satisfaction values selected by the customers. This filter appears only when the Customer satisfaction surveys extension has been enabled in your account and a survey has been configured.
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