Chat History Search
The Channel Talk chat history search feature allows for quick and easy retrieval of previous conversations. Additionally, it enables the use of bulk actions, such as applying a status to multiple conversations, for the searched interactions.
Click the magnifying glass icon located next to ‘Inbox’, or press Ctrl+F or Command+F to start your search.
Search Chats
You can easily search [Chats] by assignee, follower, state, chat tag, and date.
Chat filtering options
Name | Command | Description |
|---|---|---|
Assignee | assignee: | Search by a specific assignee or ‘not assigned’. |
Team | team: | Search by a specific team. |
Follower | follower: | Search by a specific follower. |
State | state: | Search by ‘Opened’, ‘Snoozed’, and ‘Closed’ statuses. |
Chat goal | goal: | Search by chat goal achievement status. |
Chat tag | tag: | Search by chat tags. |
Integration | integration: | Search by integrated apps. |
Date | before: after: | Search for user chats that have been opened before and after a specific date. (Search will include this date). |
You can search for who sent what message and when.
Message filtering options
Name | Command | Description |
|---|---|---|
From | from: | Search by the name of the sender. |
Date | before: after: | Search for user chats that have been opened before and after a specific date. (Search will include this date). |
Message search results will include Internal Notes.
Your search results may be limited if you apply only one filter. Increase your search result accuracy by applying multiple filters or combining filters with text. Please note that you cannot combine the chat filter and message filter at the same time.
Examples of Multi-filters
Chat filters
Chats created after the 5th of January, 2022, where the Assignee is Michelle and the Chat status is Opened/Snoozed
Multi-filters are searched by AND conditions.
Message filters
Message is From Michelle, and created before the 1st of January, 2022 and after the 10th of January, 2022.
Chat filter + Text
Chats include a chat tag "inquiry", where Assignee is Michelle and Chat Description or Chat Name includes the word "color".
If you search a chat by text, the text will be applied to the Chat Description and Chat Name.
Message filter + Text
Messages that are sent from Michelle and the message includes "Delivery Inquiries".
If you put a space between two words, you can filter messages that include both words in the chat.
ex) If you search by "Cancel Clothes", it will show messages that include both the words "Cancel" and "Clothes"
You can apply bulk actions to search results as well.
After selecting a chat, click [Actions] to display a list of bulk actions. You can change or add information to selected chats, send messages or download data in one action.
Click the checkbox to the right of your search results to select all.
Click each chat’s profile image to select chats individually.
Only people with Operator seats turned on can apply bulk actions.
Assign: Manage the assignment of tasks by assigning or editing the assignee.
Unassign: Remove the assigned manager and change the status to unassigned.
Edit Followers: Manage followers by adding or exporting them.
Edit Chat Tags: Organize the chat by adding or deleting tags.
Send Message: Communicate with customers and team members by sending messages to customers or internal notes.
Snooze Chat: Temporarily change the status of the chat to "Pending".
Close Chat: Update the chat status to "Closed" after ending the conversation.
Leave Chat: Exit the chat room if you are invited as a follower but want to leave.
Data Download: Download the chat data.
In what order are filter search results displayed?
Message filters are displayed in order they were created, with the most recent results displayed at the top.
Chat filters are displayed in order of when the last message was created, with the most recent results displayed at the top.
Why can I choose only 25 chats at a time?
Scrolling down and hitting the checkbox will add selections in increments of 25, up to a maximum of 200 selections at once, and clicking [Select all consultations] will select all consultations in the list.
I want to search chats using customer names.
Click the magnifying glass icon next to Inbox.
When the search box appears, type in the customer name.
Select the [Chats] tab.
Bulk Actions do not work.
Only people with Operator seats turned on can apply bulk actions. You can set Operator seats ON/OFF for your account in [Manager settings] or [Channel settings] - [Operator seats].