Search for chats and messages
On the Chats page, you can quickly find the conversation or message you need by using a convenient search. Just click on the search field, enter your query and press Enter.
The search is performed by partial and full match across all chats, regardless of the filters you set beforehand.
Search results are displayed in chronological order and are divided into two sections:
Chats - up to 50 chats are displayed first, where matches are found by contact name, nickname, or phone number. Clicking on such a chat will open it with the latest messages.
Messages - individual messages with text matches are displayed below. Clicking on a message will open the chat with the focus on that message. You can also scroll up and down the chat to see previous or subsequent messages.
To clear a query, click the cross in the search field. If the field is empty, clicking on the cross again will take you out of the search mode.
Filter chats
You can filter chats by the following parameters:
channels;
chat statuses (active, completed);
message statuses (answered, unread, awaiting reply);
tags.
To do this, simply click the filter button above the chat list and select the parameters you need.
In addition, the following filters are available:
“All” - shows all chats without restrictions.
“My” - shows only those chats to which the current employee is assigned.
“Not assigned” - shows only those chats where no employee is assigned.
How access permissions affect filter visibility
Access permissions for chats affect not only access to the chats themselves, but also the ability to apply certain filters.
The list of available filters by status and assigned managers depends directly on the permissions defined for the employee’s role. They can view and use only those parameters that apply to the chats they have access to.
If the “My Chats” permission is enabled, the employee:
has access exclusively to those chats where they are assigned as a manager.
will not be able to use filters by status or assigned employees, since other chats remain hidden from them.
If the “My Chats + Unassigned” permissions are enabled, the employee:
can see their own chats and those that do not yet have an assigned manager.
in status filters, all options are available to them, but the “All” option shows only their own and unassigned chats.
will not be able to use filters based on other assigned managers, since they do not have access to those managers’ chats.