Inbox Search
Quickly search and filter inbox conversations
Overview
The inbox search feature lets you quickly find specific conversation records without manually scrolling through a long conversation list. Using keyword search, you can instantly filter relevant conversations, significantly improving customer service efficiency.
How to Use the Search Feature
Basic Search
Go to the inbox page
Click "Customer Service" in the left menu
Click "All Conversations" or select a specific chat platform
Enter search keywords
Type keywords in the search box above the inbox
The system instantly displays matching conversations
View search results
The conversation list automatically filters to show only conversations containing the keywords
Matching keywords are highlighted
Search Scope
The system searches the following fields:
Conversation content (user messages and AI replies)
Username
Conversation title (if set)
Contact information (if integrated)
The search feature can only search conversations within the currently displayed inbox (e.g., LINE, Facebook, Web Chat, etc.). For cross-platform searches, use the "All Conversations" page.
Advanced Search Tips
Using Filter Conditions
In addition to keyword search, you can combine the following filter conditions:
Time range
Today's conversations
Last 7 days
Last 30 days
Custom date range
Conversation status
In progress
Ended
Pending
AI Assistant
Select conversations from a specific AI Assistant
Search Combination Examples
Example 1: Search for recent return-related conversations
Example 2: Search for a specific customer's conversation history
Use Cases
Scenario 1: Customer Service Quality Monitoring
Requirement: Supervisors need to review all conversations containing the keyword "refund" to evaluate handling quality
Steps:
Enter "refund" in the search box
Set the time range to "Last 7 days"
Review each search result to verify handling meets standards
Scenario 2: Issue Tracking
Requirement: A user reports an issue and you need to find related historical conversations
Steps:
Enter the username or key issue description
Review past conversation records
Understand the issue history and resolution status
Scenario 3: Performance Analysis
Requirement: Analyze inquiry volume and issue types for a specific product
Steps:
Search for the product name keyword
Export search results (if supported by the system)
Analyze common issues and improvement directions
FAQ
Q: Does search speed depend on the number of conversations?
A: The system uses high-performance search technology, so results are returned within 1-2 seconds even with a large number of conversations. However, using time range filters is recommended for the best experience.
Q: Is search case-sensitive?
A: No. The search is case-insensitive and returns the same results regardless of capitalization.
Q: Can I search for multiple keywords at once?
A: Yes. Enter multiple keywords separated by spaces, and the system will search for conversations containing any of the keywords.
Example: Entering "return refund" will find conversations containing "return" or "refund."
Q: Is search history saved?
A: The system saves recent search keywords for quick repeat queries. Search history is stored in the browser; clearing browser data will also clear search history.
Q: Why can't I find certain conversations?
A: Possible reasons:
The conversation has been deleted or archived
You don't have access permission for that conversation (restricted by role permissions)
Keyword spelling error
The conversation time is outside the filter range
Notes
Performance Tips
Avoid using overly common keywords (such as "hello" or "thank you"), as they return too many results
Use time range filters to narrow search scope
Regularly archive old conversations to keep the inbox organized
Related Features
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