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Search, Filter, and Sort Conversations

In Live Agent, human agents can easily search, filter, and organize conversations. The agents can find messages by entering keywords, apply filters for status, assignee name, and team name, and sort conversations by last activity, creation date, or priority.

Search Conversations

To search for messages in conversations, do the following:

  1. Go to Live Agent.
  2. On the left side of the screen, select Conversations.
  3. From the Inboxes list, select an Inbox.
  4. At the top of the Conversations list next to the magnifying glass icon, click the search for messages in conversations field.
  5. Enter the message keywords in that field, for example, keywords describing a specific customer request. Once you enter a search keyword, the search process starts, and a list of search results will be displayed below the search field.
  6. Select the conversation in the search result list you want to inspect. The conversation will be opened and displayed on the right-hand side of the window including the conversation details.

Search for Conversations where you were Mentioned

You can find all conversations where other agents mentioned you. To do so, follow these steps:

  1. Go to Live Agent.
  2. On the left side of the screen, select Conversations.
  3. At the top of the Inboxes list, click @Mentions.

Filter Conversations

You can filter conversations using the filters mentioned in the table below. Multiple filters can be combined using the AND and OR operators.

Filter Name Description
Status Filters data based on the current conversation status.
Assignee Name Filters based on the human agent responsible for a conversation.
Inbox Name Filters based on conversations associated with a specific Inbox.
Team Name Filters data related to a particular team.
Conversation Identifier Filters based on a unique identifier for a conversation.
Cognigy Session ID Filters based on a unique identifier for a session within the Cognigy platform.
Labels Filters based on tags assigned to conversations for categorization and easy filtering.
Created At Filters based on the timestamp of when an conversation was created.
First Reply Created At Filters based on the timestamp of the first reply to an conversation.
Last Activity Filters based on the timestamp of the last activity on an conversation.
Priority Filters based on the priority level assigned to an conversation.
Cognigy Channel Type Filters based on the type of channel or communication platform within Cognigy.

Filter Conversations by Priority

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To filter conversations by priority, do the following:

  1. Go to Live Agent.
  2. On the left side of the screen, select Conversations.
  3. From the Inboxes list, select an Inbox.
  4. Click filter at the top of the Conversations list next to the Inbox name.
  5. In the Filter Conversations window, select the following options:
    5.1 In the Filter list, select Priority.
    5.2 In the Operator list, select Equal to or Not Equal to as the filter condition. These operators indicate whether you want to filter conversations that match or do not match the specified priority level.
    5.3 In the Select list, choose a priority level by either clicking it or hovering your cursor over it and then pressing Enter. You can select multiple priorities from the list.
  6. Click Apply filters to activate the filter settings.

The filtered conversations, matching to the activated priority filter settings, will be displayed in the list of conversations.

Sort Conversations

To sort conversations by status and specified characteristics, follow these steps:

  1. Go to Live Agent.
  2. On the left side of the screen, select Conversations.
  3. From the Inboxes list, choose an Inbox.
  4. At the top of the Conversations list, next to the Inbox name beside the filter icon, click Sort Conversations.
  5. In the Sort Conversations window, select the following options:
    • Status โ€” choose a conversation status you want to search for. Available statuses are Open, Pending, Resolved, Snoozed, and Abandoned.
    • Order by โ€” select one of the available options: Last activity, Created at, or Priority.

As soon as you select a sort option, it becomes active, and the listed conversations are immediately updated according to the selected search options.

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