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.

This feature supports instant search (search as you type) and automatically saves recent search history for quick repeat queries.

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How to Use the Search Feature

Basic Search

1. Go to the inbox page

   • Click "Customer Service" in the left menu

   • Click "All Conversations" or select a specific chat platform

2. Enter search keywords

   • Type keywords in the search box above the inbox

   • The system instantly displays matching conversations

3. 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.

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Advanced Search Tips

Using Filter Conditions

In addition to keyword search, you can combine the following filter conditions:

1. Time range

   • Today's conversations

   • Last 7 days

   • Last 30 days

   • Custom date range

2. Conversation status

   • In progress

   • Ended

   • Pending

3. AI Assistant

   • Select conversations from a specific AI Assistant

Search Combination Examples

Example 1: Search for recent return-related conversations

Search keyword: Return
Time range: Last 7 days
Conversation status: All

Example 2: Search for a specific customer's conversation history

Search keyword: John Smith
Time range: Last 30 days
AI Assistant: Customer Service AI

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Use Cases

Scenario 1: Customer Service Quality Monitoring

Requirement: Supervisors need to review all conversations containing the keyword "refund" to evaluate handling quality

Steps:

1. Enter "refund" in the search box

2. Set the time range to "Last 7 days"

3. 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:

1. Enter the username or key issue description

2. Review past conversation records

3. Understand the issue history and resolution status

Scenario 3: Performance Analysis

Requirement: Analyze inquiry volume and issue types for a specific product

Steps:

1. Search for the product name keyword

2. Export search results (if supported by the system)

3. Analyze common issues and improvement directions

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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

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Notes

Permission Details

Search results are restricted by your role permissions:

• You can only search chat platforms you have access to

• You can only search conversations related to AI Assistants you have access to

• Organization owners can search all conversations

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

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Related Features

Additional Features

• All Conversations

• Conversation Viewer

• Reply Quality Control