Callbacks, History and Searching
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      1. Onboarding Guide
      2. Agents - Omni
      3. Callbacks, History and Searching

      How do I search for contacts or conversations?

      Quick search. Search page. Adding to active.

      The search tool in the Omni agent interface lets you look for:

      • People by their contact details, or their messages.
      • Conversations based on the content of messages.

      Search results can be added to your active list so you can deal with them alongside normal inbound work.

      You can access the search either by typing a search clue in the Search field in the top-right of the agent interface, or by clicking  in the left-hand menu to go to the Search page.

      Quick searches

      To search: 

      1. Type a search clue in the Search field.

      You can search either on contact details or a text from a conversation.

      In this example, the search clue "device" shows all conversations which include the word "device" in them.

      You can also search on contact details, this will match both conversations and people.

      When matching phone numbers, the search considers numbers as a match regardless of the country code. So 0123456789 and +358 123456789 would be a match.

      If you hover your mouse over one of the matches, you will see a + symbol appear in its corner.

      You can click the + to add the conversation to your active list (see below).

      To see more information about the conversation or person:

      1. Click the contact's name in the search results.

      This will open that contact's history in the Search page, focussed on the selected message.

      The Search page

      You can also search in the Search page.

      1. Type a search clue in the Search field.
      2. Click the drop-down list to select if you are searching for Conversations or People.
      3. Click the filter button  to select to filter your search.
      4. To define a Time interval, click to select start date and end date.
      5. Click the Channel drop-down list to select which channels to search (for example Email and SMS only)
      6. To search only with respect to a specific Phone number or Email, type them in the appropriate field. 
      7. Click away from the filter menu if necessary.
      8. Click the Search button.
      9. You will see all matches on the left. Click to select a match to see the contact history.

      As with quick searches, this will open the contact's history, focussed on the selected message.

      Adding to Active

      You can add a search result to your Active list, allowing you to send further messages to that contact. To do this either:

      • When conducing a quick search, hover over the result, and click the + icon.
      • In the Search page, with a result selected, click the Add to active button.

      Any Search results you add to active will appear on your Inbound page in the Active list, grouped separately from any active Conversations you have.

      You can reply to messages, send emails, SMS and add callbacks as you would any other contact.

      Note:

      • The Search results will stay on your Active list until you log out, or until you click the Close button for that result.
      •  You cannot assign an outcome to a search result, even if that contact is also an open conversation.
      • Search results added to your active list do not count towards your capacity, if your Admin has defined capacity rules.

      Removing from active

      As noted above, if you no longer need the search result to appear on your Active list:

      1. Click the Close button.