Search
| Item | Content |
|—|—|
| Suitable for | All members |
| Menu location | Search bar at the top of the sidebar, or shortcut Ctrl/⌘ + K (as indicated on the interface) |
| Plan dependency | Basic search is available by default; Advanced search (across more messages, more accurate) may require a plan subscription |
Used to find conversations, contacts, messages and Help Centre articles in the workspace without having to page through lists.
—
1. How to search
-
Click search in the sidebar, or use a shortcut.
-
Enter a name, email address, phone number, sentence that appeared in the conversation, article title, etc.
-
Results are grouped by type; click to navigate.
-
Certain interfaces support filtering by type (contacts only, articles only, etc.), subject to the current page.
We recommend searching using the customer’s email address, order number, or unique words from the conversation, which is more effective than just searching for ‘hello’.
—
2. What you can find
| Type | Typical match |
|—|—|
| Contact | Name, email, phone, identifier |
| Conversation | A conversation related to contacts or messages |
| Messages | Chat and email body (coverage depends on whether advanced search is enabled) |
| Help Centre articles | Title / content of published articles (when the Help Centre is enabled for the workspace) |
You can only see results within your permissions. If a custom role cannot view all conversations, search will not list those conversations either.
—
3. Usage tips
– Search for the email address first, then go to the contact page to view ‘Past conversations’ – it’s faster than filtering through the conversation list.
– Whether private notes are searchable depends on the current search implementation; do not leave the only clue in the notes without adding tags.
– Help Centre drafts are not visible to customers, so it is better for agents to search in the back-end article list.
—
4. Frequently Asked Questions
Know you’ve chatted before, but can’t find it in search?
Message-level search may not be enabled, conversations may have been cleared according to retention policies, or you do not have permission for this inbox.
Search is slow or incomplete?
When workspace message volume is high, administrators can check with Chatips to confirm whether advanced search / indexing is enabled.
—
Related documents
– Contacts